Customer Support Engineer

What you will do

Lead customer onboarding and implementation

• Serve as the primary point of contact for customers during implementation projects
• Conduct onboarding sessions to familiarize customers with the software and its features
• Guide customers through the setup, configuration, and optimal use of the CO-AM platform
• Facilitate integrations between CO-AM and customers' existing systems, ensuring data exchange and seamless functionality

Project management

• Develop and maintain project plans, timelines, and milestones to ensure successful implementation
• Proactively manage customer expectations and risks throughout the project lifecycle
• Organize and prioritize multiple customer implementations simultaneously

Troubleshooting and support

• Provide expert troubleshooting during onboarding to resolve technical issues
• Occasionally assist the customer support team by addressing tickets
• Collaborate with internal teams and stakeholders to resolve customer challenges efficiently

Customer relationship building

• Establish strong relationships with customers, understanding their business challenges and goals
• Provide ongoing support and technical guidance to ensure customer satisfaction and long-term success
• Gather customer feedback and recommend product improvements to internal teams

Travel and collaboration

• Travel to customer sites 3 – 4 times per year to support implementation and build stronger partnerships

Your profile

Technical expertise

• Experience configuring SaaS software products and understanding system domain models
• Strong technical know-how with an analytical mindset for diagnosing issues

Languages

• Fluent in German and English (written and verbal)

Project management

• Proven experience in planning, organizing, and executing customer-facing implementation projects
• Ability to manage multiple projects simultaneously

Customer-centric communication

• Exceptional communication and interpersonal skills to build relationships and explain technical concepts
• Empathy and patience when guiding customers through challenges

Business analysis skills

• Ability to understand customer workflows, business challenges, and system integration needs

Nice-to-have skills

• Familiarity with 3D printing processes, manufacturing workflows, or similar industrial domains

Other Requirements

• Willingness to occasionally support tickets during weekends (rare, with extra pay)
• Willingness to travel 3 – 4 times per year to visit customer sites
• Passion for learning and continuous improvement

Location and type of contract

• Leuven, Belgium; Bremen, Germany
• Full-time
• Hybrid
• Associate level
• CV in English