Product Support Engineer

Product Support Engineer – Service Control Hub

The Product Support Engineer acts as the first technical contact point for customers and supports both field service teams and internal stakeholders. They provide efficient and high-quality remote technical support to customers operating MECATHERM and ABI equipment, ensuring fast issue resolution, minimizing downtime, and contributing to customer satisfaction.

Primary Responsibilities

• Ensure the performance and continuous evolution of the ControlHub:
  • Contribute to the establishment of alert-handling procedures: classification, response, documentation, and escalation
  • Implement Customer reports on the health of connected lines
  • Contribute to the evolution of the MyMecatherm tool (ergonomics, features, etc.)
  • Assume the role of MyMecatherm Key User
  • Improve the tool – feedback with the Product Manager
  • Support, explain, and coordinate Hotliners in ...