SW Service and Test Engineer

FOSS is looking for a SW Service and Test Engineer - 3rd Line Support

FOSS Innovation Center Headquartered in Hillerød, Denmark, FOSS is an international family-owned company providing analytical equipment that helps to improve production processes and product quality in food, agricultural and other industries.  

Are you motivated to deliver professional support to our customer service teams on for our software products and solutions.

Do you enjoy delivering professional back office support on real life customer issues?

Do you place yourself in the customers’ and front office situation? Can you apply a structured approach to capture the issue, drive and contribute to diagnosis, communicate and follow through to successful resolution?

Then you have a unique opportunity to join us in a new and key position!

At FOSS we provide leading analytical solutions for the global food and agriculture industries. We help customers validate and optimize their production and to use raw materials in the most effective and environmentally friendly ways.

The job
With excellent coordination skills you have the opportunity to join a new 3rd line support team within Software R&D, created to develop and deliver  competent support for our software products and solutions for FOSS customer service and sales offices. The 3rd line SW support team is responsible to liaise between SW development and customer & sales support, including: 

• Provide responsive and high quality 3rd line support - through incident teams
• Participate in SW development projects - system tests, end to end tests, pilot customer tests 
• Train our customer support colleagues on software applications and solutions
• Support in delivery of project based solutions (custom solutions)
• Assist in pre-sales activities with customer support and sales & marketing colleagues
• Take active part in the continuous optimization of our End to End Customer Support services

You will be a part of an international software team. Together with our Customer Support & service engineers in the field you will support a range of FOSS software products, with occasional direct contact to customers on key incidents.

The 3rd line SW Support Team is part of the SW Development Department with more than 70 software development experts located in Denmark & abroad. The SW department is responsible for the design and development of software for FOSS analytical instruments and FOSS online services. Your daily work will be conducted at the corporate headquarters in Hillerød, with approx. 10 travel days expected per year.

Qualifications
You have a successful track record working in Software test and support, and can demonstrate: 

• A strong customer service orientation and a drive to provide top quality support and relevant resolution.
• Real world experience in the support of software applications and solutions
• Experience with effective, high quality resolution processes and -systems
• Experience with software QA and verification.
• Working knowledge of data networks, Windows server and desktop, SQL.
• Ability to learn quickly and curiosity to dive into complex challenges
• Excellent verbal and written communication skills
• Fluency in English.

Personal skills
You are service oriented by nature and like to support your colleagues and customers. You take pride in demonstrating you understand the question, and to provide timely and relevant communications and help to clarify and solve the problem. You enjoy to transfer technical and system knowledge to customer facing personnel and you can take over direct communications in those rare incidents where it is required. Based on your experience you keep the big picture while working thru the information. You know we will get through to resolution, and you drive the process confidently and diligently, with personal contribution. You are able to communicate mid-stream to different levels of interest. You work well in teams and you thrive to learn new technology and to take on new challenges.

We offer
We offer you a challenging job in an international and innovative company that is a world leader in its field. You will get the opportunity to work advanced technology together with highly skilled colleagues. Application Please send your application using the link below. If you have any questions, please contact People Manager, Bent Dudal Madsen, phone: +45 2480 5274 (m). The application deadline is 11.01.2015 but we will review applications on an ongoing basis and the vacancy may be filled earlier, so we encourage you to apply as soon as possible. We look forward to hearing from you!

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