Customer Support Engineer

Customer Support Engineer, 32-40h @ Apeldoorn

At Saab, we constantly look ahead and push boundaries for what is considered technically possible. We collaborate with colleagues around the world who all share our challenge – to make the world a safer place.

 

Keeping people and society safe!

The mission to keep people and society safe is deeply embedded within Saab. It’s the reason why we exist and come to work every day. This commitment to continued safety for people and society is realized by providing state of art, best in class products, services and solutions that can be applied in the air, on land and on sea. If you want to contribute to this mission and think you possess the right skills and attitude, then please contact us.

 

What do we do?

At Saab Air Traffic Management we develop and deliver air traffic control systems for airport tower operations called Saab Integrated Air Traffic Management Solutions (I-ATS). All flights on and around the airport are planned, monitored and controlled by our system, providing the essential tools for the air traffic controllers to perform their tasks as safe and efficient as possible.

Starting with system design and configuration, followed by implementation, testing and delivery, we guide our customers through the process. Customer Support is an increasingly important part of this process and that is why we are expanding the Customer Support Department.

 

Are you a creative problem solver?

Providing Customer Support at Saab Air Traffic Management allows you to connect with customers from all over the world who perform a vital role in safe and efficient airport operations. These customers will come to you and your colleagues with issues and requests. In order to manage, solve and fulfill these issues and requests, we feel the following attitudes are very important:

Explorer mindset: Before you can start solving a problem, you need to be able to understand the situation at hand. Curiosity, empathy and willingness to learn new things are a important. You want to fully understand the problem you are working on.

Good listener: Whether you are working with customers, suppliers or colleagues, understanding the people and organizations you are working with starts with being able to listen and understand them. You are interested in other people and organizations because it can help you to perform better.

Sense of responsibility: Air Traffic Management requires all users, actors and suppliers to be fully aware of their responsibilities to the single most important goal: Safety. Your sense of responsibility is a driver for performance.

Solution oriented: Once customers have reported issues and requests, they trust Saab and therefore you to deliver a solution. You are focused on the solution and timeframe.

Capacity to overcome pushbacks: Providing Customer Support in Air Traffic Management means working with customers who are experts in their field and who work under constant pressure. They will challenge you and disagree with you. You are motivated by customer engagement rather than discouraged.

 

What will you be doing?

As Customer Support Engineer you provide first line and second line support for the software and hardware that is Saab I-ATS. This entails prioritizing requests, starting diagnoses and communicating with the customer to identify the root cause, coordinating with subject matter experts (System/Software Engineers), coordinating with suppliers and, monitoring and controlling KPI’s. The role is a combination of customer support, commercial support and contract administration.

 

What do you bring?

  • An education in Computer Science or equivalent. The level of education can range from secondary (MBO) to bachelor (HBO) and academic (Master). Education is a starting point, not the most important factor;
  • Fluent on both Dutch and English;
  • Knowledge of ITIL4 is great, but not a prerequisite;
  • Preferably 2-3 years of proven work experience as an IT Support Engineer or Help Desk Support;
  • Knowledge of system and software engineering;
  • In depth knowledge of networks, security and Linux;
  • The ability to communicate fluently in English, both verbally and written;
  • Knowledge of virtualization technologies.

 

What do we provide?

  • Passionate colleagues that help each other excel and grow;
  • A corporate culture that supports personal growth and rewards excellence;
  • A hybrid workplace; modern office and possibility and support to work from home;
  • Market rate salary;
  • Laptop and phone.