RIEDEL Communications

Service & Support Engineer

RIEDEL Communications

full-time

Posted on:

Location Type: Hybrid

Location: Wuppertal • Germany

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About the role

  • You manage and take full ownership of Customer Service cases, providing first- and second-level support to internal and external customers via hotline, remote sessions, and on-site troubleshooting.
  • You reproduce technical issues in the service lab, coordinate repair or replacement of customer hardware, and perform debugging and problem resolution at customer sites when required.
  • You deliver and execute commissioning and product training for Riedel solutions, directly consulting with customers, system integrators, consultants, and internal stakeholders to ensure successful system delivery.
  • You participate in the 24/7 Service Level Agreement hotline during local business hours and contribute to compensated on-call weekend support.
  • You collaborate closely with global Support, Pre-Sales, Sales, Product Management, and R&D teams across regions to ensure seamless customer experience and solution alignment.
  • You travel regularly to customer sites domestically and internationally to support commissioning, service delivery, and relationship building.
  • You proactively educate clients and business partners, enhance their technical and sales capabilities, and provide market and competitive insights to internal teams.

Requirements

  • Bachelor’s degree in Information Technology, Software/Electrical Engineering, Computer Science, or a related field
  • 2+ years of professional experience in a relevant market field, ideally within the broadcast and Audio/Video industry
  • Strong knowledge of communication, digital audio (AES3, AES67, ST 2110, NMOS, PTP), video (SDI, ST 2110, ST 2022-6), and IP technologies (TCP, UDP, IGMP, VLAN, PTP), with Cisco or Arista certification preferred; knowledge of fibre optic and RF systems is a plus
  • Experience with development and CRM tools (e.g. Salesforce, Atlassian Jira/Confluence)
  • Passion for customer communication and team player mentality
  • Self-organised, detail-oriented, and able to work independently within an international, cross-departmental team environment
  • Fluent in English and Mandarin; Cantonese and Malay (Bahasa Melayu) preferred; additional languages such as German, Japanese, or Korean are a plus
Benefits
  • Life and Work balance through our flexible working time system including mobile working in a hybrid model
  • Career booster with numerous individual development and training opportunities
  • We’re contributing to your career development.
  • We’ll encourage you to try new roles and experience new settings.
  • Diversity is very important to us, at RIEDEL we focus on an open working atmosphere, inclusion is part of our Culture - it is about the people and their personality that matters
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
communication technologiesdigital audiovideo technologiesIP technologiesfibre optic systemsRF systemsdebuggingproblem resolutioncommissioningtraining
Soft Skills
customer communicationteam playerself-organiseddetail-orientedindependent workcollaborationrelationship buildingproactive educationmarket insightscompetitive insights
Certifications
Cisco certificationArista certification