Customer Support Engineer Technical

With us You do
WORK THAT MATTERS

We are the most trusted partner imaging the unknown by creating foresight capabilities quicker to discover and prevent threats. Our solutions contribute to the improvement of peoples health and safety daily. With us you do work that truly matters.

We are a global provider of Xray detector solutions and services for medical security and industrial applications. Our solutions range from sensor components to optimized detector subsystems with ASICs electronics mechanics software and algorithms.

Our net sales totaled EUR 104 million in 2023. We have over 460 active customers in over 40 countries. We employ around 480 people in Finland China France and the US. Our companys shares are listed on the Nasdaq First North Growth Market Finland.

We are looking for a skilled professional to join our globalCustomer Services for EMEIA and Americas team inOulu Finland. We have an immediate opening for

Customer Support Engineer Technical

Are you interested to join a cuttingedge company and collaborate with an innovative customer experienceteam You will be part of global inspiring and customer focused organization working with multidisciplinary teams in customer support and services. We are working for all our business areas including medical industrial and security in our regional business unit.

Your role

As a Technical Customer Support Engineer you will play a crucial role in ensuring our customers receive topnotch support and service. You will be responsible for conducting failure analysis and be part of team conducting root cause analysison customer returns both under warranty and out of warranty and supporting product repairs. Your role as part of the teamwill involve providing technical support to customers remotely and occasionally onsite ensuring their issues are resolved efficiently and effectively. Additionally you will have the opportunity to collaborate with our product management and R&D teams contributing valuable insights from customer support cases to help shape new product concepts.

Responsibilities

• Conduct failure analysis for customer returns including both warranty and outofwarranty products.
• Perform debugging and root cause analysis of systemlevel electronic hardware and control electronic hardware.
• Analyze data with attention to detail and make logical and rational conclusions.

• Support product repairs and provide technical assistance.
• Interface with customers to provide remote and onsite technical support.
• Collaborate with product management and R&D teams to contribute to new product concepts by sharing insights from customer support cases.

What we expect

The ideal candidate will have cando attitudea university degree preferably in electronics and at least 2 years of experience working in an international company. You get inspired when you have opportunity to work in technical challenges with customer focus.

Essential Skills and Experience:

• Handson experience with debugging and root cause analysis of electronic hardware.
• Proactive professional and takes ownership of tasks.
• Excellent communication and customer service skills.
• University degree in electronics or a related field
• Minimum of 2 years of experience in an international company.
• Ability to work independently and as part of a team.
• Willingness to travel for onsite support as needed
• Familiarity with Oscilloscope & Logic Analyzer.
• Ability to analyze data and make logical conclusions.
• Basic understanding of product management.
• Experience working in a customerfacing technical role.
• Fluent in English (written and verbal communication) proficiency in Finnish is considered an advantage.

Desirable Skills:

• Experience with recent FPGA design tools.
• Digital and analog circuit design debugging experience.
• Knowledge of quality management and ISO standards.
• GB level 6 sigma knowledge
• Handson experience with 8D or similar customer complaint processes.

Expected value of short and longterm goals

14 months

• Complete orientation per defined and agreed orientation plan
• Get familiar with DT (key persons processes products) markets and applications
• Conduct failure analysis and support repairs for customer returns with colleague support

412 months

• Conduct thorough failure analyses and support repairs to minimize customer product downtime
• Start to work in customer interface as part of the team
• Continue to learn and deepen knowledge about DT products
• Knowledge Sharing: Collaborate with internal teams to share insights and lessons learned from customer support cases contributing to continuous improvement.
• Enhance Customer Satisfaction: Quickly and effectively resolve customer issues ensuring high levels of satisfaction and trust in our products and services.

1224 months

• Strengthen Customer Relationships: Provide exceptional technical support both remotely and onsite to build strong lasting relationships with our customers.
• Establish Best Practices: Develop and implement best practices for technical support and failure analysis to ensure consistent highquality service.
• Expand Technical Expertise: Continuously enhance your technical skills and knowledge to stay ahead in the rapidly evolving field of xray camera technology.
• Support Business Growth: Play a key role in supporting the growth and success of our EMEIA and Americas business unit by ensuring our customers receive the best possible customer experience by DT support and service.

Location

This position is based in Oulu Finland with close collaboration with our global teams. You will be reporting to the Director Customer Services for EMEIA & Americas Kalle Pikkujms.

Our offer

• Opportunity to work with cuttingedge technology in a dynamic and international environment.
• A chance to make a meaningful impact by contributing to better peoples health and safety
• Collaborative and supportive work culture.
• Opportunities for professional growth and development.
• Competitive salary and benefits package.

More information

Please feel free to contact us for more information. We are happy to provide you further information on Wednesday 15th January at 16:00 17.00 and on Monday 20th January at 09:00 10:00 Director Customer Services for EMEIA and AmericasKalle Pikkujms.

If this role interests you we recommend applying right away as we will start interviews during the application period. Please submit your application including your CV and salary expectation by 26th January 2024.