Senior Customer Support Engineer (m/f/d)

About the role

As a Senior Customer Support Engineer (m/f/d) you will play a crucial role in ensuring the satisfaction and success of our clients by providing technical assistance and support for robotic products of the Agile Group - specifically for the products of our subsidiary company Franka Robotics GmbH. You will work closely with our customers to address their inquiries, troubleshoot technical issues, and deliver solutions that exceed their expectations. This role requires a strong technical background, excellent communication skills, and a passion for providing exceptional customer service.

Your Responsibilities

Technical Support:

• Provide timely and effective technical assistance to customers experiencing issues with robotic products of the Agile Group
• Collaborate with the engineering team to understand and resolve complex technical problems
• Utilize remote support tools to diagnose and troubleshoot robotic systems
• Providing Onsite-Support for dedicated cases and customers
• Stakeholder-Activities for key customers and strategic partners

Customer Communication:

• Communicate with customers via phone, email, and chat to understand their needs and challenges
• Clearly and concisely convey technical information to both technical and non-technical users
• Maintain positive relationships with customers by ensuring a high level of customer satisfaction

Issue Resolution:

• Investigate and analyze reported issues, identify root causes, and implement solutions
• Document troubleshooting steps and resolutions for future reference
• Escalate unresolved issues to the appropriate internal teams for further investigation

Product Knowledge:

• Stay up-to-date on the latest features and updates to our robotic products
• Provide product training to customers to enhance their understanding and usage of our robotic solutions

Feedback and Improvement:

• Collect customer feedback and share insights with the product development team for continuous improvement
• Contribute to the creation of support documentation, FAQs, and knowledge-base articles
• Constant improvement of support processes, systems, tools, and services through analysis and feedback
• Support in the introduction and optimization of a global support team

Your Profile

• Bachelor's degree in Robotics, Mechanical Engineering, Electrical Engineering, or state-certified technician in one of these fields with at least 4 years of professional experience
• Proven experience in a customer support or technical support role, preferably in the robotics or automation industry
• Familiarity with robotic systems, programming languages (e.g., ROS), and automation technologies
• Strong troubleshooting and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work independently and collaboratively in a dynamic and fast-paced environment
• Fluent in German and English
• Class B driver’s license / internationally valid driver’s license

What we offer

• Dynamic high-tech startup combined with financial soundness and world-class investors
• Challenging tasks and projects within an innovative, striving field
• Great working environment in an interdisciplinary, international team of experts
• Room for personal as well as professional development
• Corporate Benefits Program that covers health, mobility, and learning with 100 Euros/ month
• A modern, up-to-date workplace and the regular team, as well as company events, contribute to a very good working atmosphere

About us

Agile Robots SE is an international high-tech company based in Munich, Germany with a production site in Kaufbeuren and more than 2300 employees worldwide. Our mission is to bridge the gap between artificial intelligence and robotics by developing systems that combine state-of-the-art force-moment-sensing and world-leading image-processing technology. This unique combination of technologies allows us to provide user-friendly and affordable robotic solutions that enable intelligent precision assembly.

This is made possible by our employees, who bring out the best in each and every day with creativity and enthusiasm. Become part of this team and shape the future of robotics with us!

We are proud of our diversity and welcome your application regardless of gender and sexual identity, nationality, ethnicity, religion, age, or disability.