Service Engineer

Do you want to change people’s lives? We at DIH do this every single day: we create innovative solutions to improve human movement therapy for millions of patients around the world.
Since 2007, DIH has combined leading brands, innovations and people needed to create the market leader in the advanced rehabilitation technology industry. The DIH Group includes Hocoma, Motek Medical, and DIH China. Together, they drive medical technology in the field of movement rehabilitation and VR-based rehabilitation, research and therapy.
As part of the DIH global portfolio, Motek is the global leader in virtual reality robotics for human movement research and rehabilitation, setting standards in measuring and improving human movement performance. With over 20 years’ experience pioneering the advancement of rehabilitation technology, Motek innovations are used for cutting-edge research and movement treatment across the globe.
Our high-end rehabilitation systems are driven by an innovative software framework. This framework contains many modules, such as:
Virtual / Augmented reality
Biomechanical analysis
Device integration / control systems
Web / frontend technology
And much more (haptics, robotics, AI…)
Join us and become part of a global network of leading brands to redefine rehabilitation therapy standards of today and tomorrow!
Role
The Service Engineer is responsible for all the technical after-sales-service technical support activities for our research products.
Our products' installation, servicing and support require a team effort and knowledge from different technical domains. Your goal is to help those activities successfully, finish them on time and aim for the highest level of customer satisfaction. With your thorough knowledge, you provide and coordinate 1st (Customers) 2nd (Sales Partners) or 3rd level support (within our organization).
Responsibilities
Responsible for technical services in the assigned territory/region
Maintain high-quality customer support on all inbound, outbound and email and telephone communication
Register all service requests in our CRM system following regulatory guidelines for support and feedback surrounding medical devices
Provide superior technical support to our customers, who have various backgrounds, from researchers in human movement sciences, and computer sciences to physiotherapists
Coordinate and collaborate with the Customer Success Manager to ensure optimal product performance and maximum customer satisfaction
Feedback on potential product improvements to the Product Manager
Prepare service quotations and maintain proper documentation
Document, maintain and organize service history associated with all installed systems
Be flexible for occasional customer visits.

Note:

This position will require travel up to 50% (field), and 50% (Office).
Requirements
1 - 3 years of experience working with complex biomedical/medical devices (hardware, software and electronics)
Superior Customer Service aptitude with a focus on responding to and resolving customer problems quickly and efficiently.
Must have strong organizational skills with superior attention to detail.
Excellent communication skills with internal and external stakeholders/customers
Solutions and results oriented with the ability to work independently and as part of a Team
Excellent English language skills (spoken and written), additional foreign language skills are a plus.
Proficiency in Microsoft Office
Driver’s license
EU citizen or work permit holder only
That is what we stand for. What do you stand for?
Please include your compelling motivation letter that points out why you match with us, and your resume.
If you have any questions, please reach out to:
Ms. Ying Zhang (Global Talent Acquisition),
About Us  At DIH, people driven by dedication make the difference. We offer an exciting and collaborative working environment with a lean hierarchy, open communication and high employee participation. Our business is growing, and we are always on the search for talented people looking to change people’s lives for the better.

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