Customer Service Engineer

Location: Brazil – Campinas-São Paulo (based).

As the Customer Support Engineer (Electrical) you are responsible for independently preparing and carrying out work as part of the service and offering after-sales care. This is all in accordance with the procedures, guidelines and (international) standards and instructions in the Netherlands and abroad, under local conditions.

Responsibilities

• You will provide technical support to customers, sister companies, distributors and agents.
• Additionally, you independently train operators for end customers.
• When needed you are able to do basic mechanical or electronic maintenance.
• You coordinate and act as a supervisor during the local installation stage prior to the commissioning of a product.
• During your time in the field, you will be supported by the local help-desk (US based) if technical problems arise. Additionally, the Regional Customer Service
• Manager America’s will support you if organizational problems arise.
• You are familiar with, and make allowances for, local conditions.
• Discussing technical or mechanical problems and solutions with customers, sister companies, distributors and agents.
• You proactively discuss the progress and quality of the work with the Customer Support Manager America’s.
• Being the first point of contact for customers, prepare and execute preventive-, corrective-maintenance and installation in accordance with the applicable procedures, guidelines, instructions and international standards.
• Provide technical support to customers, sister companies, distributors and agents.
• Support engineers during the installation phase on site, prior to the commissioning of the UPS installation.
• Quality, effectiveness and efficiency to be achieved by the support department offered products & services
• Ensuring timely reporting of all customer support activities (Incl. but not limited to Preventive and Reactive Maintenance Activity Reports, Site Overhaul Reports, Commissioning Reports, etc.)

Required skills and profile

• A minimum of 5 years’ working experience
• In-depth technical knowledge of UPS systems (preferable Rotary UPS systems), switchgear or diesel power generation systems.
• Bachelor degree in electrical engineering (or similar)
• Some knowledge of control engineering, medium and low voltage and mechanical engineering.
• Portuguese and English (reading and writing)
• Travel when required (short notice at least 70% of time)
• HITEC emphasizes and demands the mental and physical attitude of first-class service. The HITEC equipment is always in a critical application mode (24 hours a day, 7 days a week, and 365 days a year) and customers request first class service by first class professional technicians.