Ascom

Field Engineer

• Voert preventief en correctief onderhoud uit, zowel op afstand als ter plaatse.
• Rapporteert uitgevoerde werkzaamheden en gebruikte materialen.
• Rapporteert eventuele afwijkingen ten opzichte van de documentatie van het systeem/de locatie.
• Doet aanbevelingen voor wijzigingen of vervangingen van onderdelen of complete systemen.
• Ontvangt, behandelt en escaleert indien nodig feedback en klachten van klanten op een tijdige en grondige manier.
• Analyseert en lost gemelde defecten in oplossingen en klantproblemen op.
• Behoudt en verbetert de projectmarges door werkwijzen te ontwikkelen.
• Zelfstandig kunnen werken met beperkte directe supervisie en contact hebben met klanten en collega's.
• Goede documentatiestandaarden opstellen.
• Systematisch feedback over klanttevredenheid verzamelen.
• Trainingen voor eindgebruikers geven.

Service Engineer

Support Engineer

• Provides technical support to customers by resolving incidents, service requests and system alerts.
• Focuses on first-level troubleshooting and escalation of issues for customers through high quality service delivery.
• Execute assigned tasks within defined procedures, ensuring accurate incident handling and resolution.
• Communicate effectively with customers and internal teams to clarify issues, update status, and coordinate service activities.
• Work closely with cross-functional teams and customers.
• Apply standard troubleshooting steps and escalate unresolved problems to 2nd Line Support or senior team members.
• Act as the first point of contact for all incoming service requests, incidents, and alerts.
• Handle hardware and software issues, problems with network access or end-user handling, and standard product troubleshooting.
• Accurately log issues, actions taken, and resolutions in the service management system.
• Keep customers informed about incident status and resolution progress in a professional and timely manner.

1st Line Support Engineer

Systems Engineer

• Deliver activities as part of Ascom Professional Services, incl. analysis of requirements, design, installation, commissioning and handover of customer solutions
• Work on projects to implement technical customer solutions that integrate with existing systems: Implement systems according project description
• Do an intake of work on-site for project definition when needed
• Execute small installation tasks on small projects where the task is too small to assign a separate installation engineer
• Report frequently on project progress to the project manager / Engineering manager
• Instruct customer on the use of the system/solution when needed
• When needed take on project responsibility for smaller projects, including requirements analysis, design, installation, commissioning and handover of customer solutions (smaller is defined as max. 1 external party, less than 15K)
• Proactively collaborate with customers on-site and provide consultancy that help customers to identify best possible additions/options that the customer will benefit from
• Accountable for the performance of customer satisfaction and lead time of assigned project task KPI's
• Demonstrate and maintain own expertise on latest technologies and methods through successful completion of training
• Establish good documentation standards to preserve the traceability and serviceability of delivered products and solutions
• Interface with customers and peers to collect information needed to perform professional services.

Service Engineer

1st Line Support Engineer

System Engineer – South of England