Technical Customer Support Engineer (m/w/d)

Location: Darmstadt, Germany or Burbank, USA

Who are we? Our passion is film. Our claim is the best quality.

State-of-the-art IT technology makes it possible to digitize films today and make them accessible for future generations. As the market leader, we develop and produce high-tech film scanners and solutions for the digitization of film material in Darmstadt. We supply archives and film studios worldwide for professional use. Our customers, such as the Bundesfilmarchiv Berlin, Library of Congress (USA), Warner Brothers, Disney or Sony Pictures, value our film scanners because both old and new films can be digitized quickly and in the highest quality.

In addition to our team at our headquarters in Darmstadt, we have a location in Burbank (USA) to provide our customers with the best possible support from our service colleagues worldwide.

You will be one of the voices of our customer care organization. You will have direct connection to our customers, ensuring that their technical concerns and issues are in good hands. Whether you are using telephone, e-mail or remote access, you will be able to handle customers technical questions and provide on-site service, installation and training of all DFT hardware and software systems.   

You will be responsible for:

• Providing a contact point for all customer technical and product-related questions
• Clarify and manage complex telephone and written customer inquiries and technical fault messages
• Support of customers and service partners in technical applications
• Global on-site service and installation of DFT hardware and software systems
• Clarifying and solving customer-specific problems and escalating incidents to senior colleagues
• Completion of service reports for performed work and documentation of all calls, problems and solutions using provided tracking system
• Support the sales force in the identification of potential customer requests and up-sell services
• Mobility and worldwide travel

Who you are: 

• Several years of experience in the professional video/audio engineering environment
• Education as electronic / mechatronic engineer or possess comparable technical skills
• Good knowledge of Linux (Ubuntu) and Microsoft including basic understanding of IT networks and storage systems
• Excellent communication skills and fluent in English
• Proven ability in fault-finding, analysis and testing, with both hardware and software
• Willingness to undertake further training, as required
• Available to work on-call 24/7 support rota
• Understand and adhere to SLA guidelines (Service-Level-Agreement)

What can you look forward to with us?

Great working atmosphere : We are a dynamic company with unbureaucratic structures and we meet as equals - it goes without saying that we are on an equal footing.

Creative freedom: Right from the start, you will have the freedom to contribute and realise your ideas. You can actively participate in the design of innovative products, varied projects and technical solutions. Our committed and friendly team is looking forward to your ideas.
Work-life balance: You can organise your working hours flexibly.

Further development: We attach great importance to supporting our employees individually in their career development. With us, you have excellent, long-term prospects for the future in a growing company.

Additional financial benefits: In addition to your attractive salary, we offer you the option of a pension scheme and other individual benefits.

Mobility: We are easy to reach by public transport, our S-Bahn station (S3) is Darmstadt-Arheilgen. There are free car parking spaces available. You also have the option of leasing a company bike (JobRad) for you, which you can also use for private journeys.

Catering: We offer our employees a mini canteen with delicious, subsidised meals from Hofmanns. You can also enjoy free drinks and delicious coffee.

We look forward to receiving your informative application documents:

• Letter of motivation including salary expectations and earliest possible starting date
• curriculum vitae
• References

Please send your application by e-mail in one coherent PDF file to: jobs@dft-film.com
Your contact person is Jennifer Lehmann.