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Customer Service Systems Engineer
3 weeks ago
Sécheron Hasler Group continues the Swiss tradition of over 140 years in the field of railway technology. We are a leading global supplier of electrical and electronic safety components and solutions and traction power systems for the railway industry and also provide solutions for renewable energy, DC grid, and other industrial systems. The name Sécheron Hasler Group is worldwide synonymous with Swiss Quality and represents a leading reference for state-of-the-art products supplied to the market.
With more than 1200 employees worldwide, we are wherever our customers are around the globe. We supply products approved in our customers' countries or markets and deliver top-notch supply chain and customer services locally.
We're seeking an experienced Customer Service Engineer who will serve as a Technician on Customer Service activities. The role involves supporting customers and colleagues from different departments in troubleshooting technical issues related to HaslerRail products, mainly in an office and lab environment, although onsite investigation might be required on occasion. In addition, the Engineer will provide expert advice to clients on various technical matters, which might include implementing changes to the current configuration for a project and eventually defining an equivalent system based on new product families based on an existing, obsoleted system. The engineer will also be responsible for creating technical documentation, configuring systems, and conducting functional tests. Additionally, he will perform training to both customers and internal technical staff.
Your main responsibilities and tasks:
- Troubleshooting of technical issues, based on analysis of the existing specifications and event data provided by customers/colleagues.
- Performing troubleshooting/investigation onsite when needed (onboard trains with working systems).
- Managing requirements for reviewing/modifying existing System Specifications.
- Modifying technical project documentation (for HW and SW) according to HaslerRail guidelines.
- Creating/modifying configurations for onboard electronic products like e.g. Event recorders, Energy Meter, Gateways, Speed Displays.
- Specifying and executing system tests to validate the new configurations.
- Technical interface with the customer and internal employees.
- Supporting the technical work of the other departments (repairs/System Engineering).
- Supporting the customer in case of technical questions or requests.
- Perform training sessions to customers and partners both remotely and onsite.
- Provide solutions to obsolescence of existing systems and devices based on currently available products.
Requirements
You ideally bring the following:
- University degree in a technical field (telecommunication, electronics…).
- Minimum 5 years of experience in related activities.
- Result oriented and be able to respect the deadlines set with the Customer Service Engineering Manager.
- Problem-solving attitude and ability.
- Knowledge of serial line buses, ethernet protocols, TRDP/MVB/CAN network integration.
- System integration knowledge is a must.
- You like to work autonomously as well as in a team.
- Very good communication skills (written and spoken).
- Familiarity with Industrial Engineering concepts such as BOM, Technical Drawings, HW and SW Configuration Management, Product and Project Lifecycles.
- Availability for travel to customer site (mostly Europe) or other company sites for purposes of troubleshooting or training (1 trip of 2/3 days every month or two).
- Knowledge of English at negotiation level is mandatory in addition to native knowledge of the local language, if different than English. Additional knowledge of German, French, Italian is highly valued.
Preferred qualifications are:
- Worked on railway projects, an advantage if the projects are safety-related in development.
- Worked in a Customer Service technical role.
- Familiarity with railway standard EN50126, EN50155, EN50463.
- Advantage of security standards IEC and ISO27001.
- Polarion requirements tool knowledge (or any other requirement tool).
- XML programming notions (other programming languages are also valuable).
Benefits
We have flat hierarchies and direct communication between departments and management levels is encouraged. This allows us to make decisions quickly.
We give our employees full responsibility for their work tasks. All employees are encouraged to take initiative and contribute to the operational excellence of the company, and have ample opportunities to achieve their personal and professional growth goals.
