Service & Support Engineer Nordics (m/f/d)

The Service & Support Engineer is responsible for providing high-quality technical service and customer support within the assigned country or region. The role supports end customers for Heidelberg Engineering products as well as approved third-party products included in the local service portfolio, through installation, configuration, preventive maintenance, repair, troubleshooting, and technical guidance in accordance with applicable Heidelberg Engineering Service, quality, regulatory, and documentation requirements.

• Technical Customer Support: Provide remote and on-site technical support to customers, diagnose and resolve hardware, software, IT, and connectivity issues, and ensure timely follow-up and escalation of complex cases.
• Installation and Maintenance: Install, configure, commission, upgrade, maintain, repair, and de-install Heidelberg Engineering systems and supported third-party products in accordance with established procedures and quality standards.
• Software and IT Support: Support customers with software installation and configuration, workstations, peripherals, network connectivity, and related IT components, collaborating with Headquarters specialists on advanced technical issues.
• Customer Training and Collaboration: Provide technical guidance and user training, ensure a smooth customer experience, and collaborate closely with local Sales and Clinical Applications teams to support customer activities and events.
• Service Operations and Documentation: Maintain accurate service records, manage spare parts and technical equipment, coordinate service visits, logistics, warranty cases, and returns, and ensure compliance with quality, regulatory, and information-security requirements.
• Continuous Improvement and Development: Contribute to service performance and customer satisfaction targets, provide structured field feedback to Headquarters, and maintain the required technical qualifications and product certifications through ongoing training.

• Three years of relevant professional experience in a technical environment, ideally within technical service, field service, technical support, medical technology, IT support or electronics.
• A technical vocational qualification, technician training, degree or equivalent professional experience in medical technology, electronics, mechatronics, IT, computer science, biomedical engineering or a related discipline.
• Professional fluency in the relevant local language and good professional English.
• A valid driving licence and willingness to travel regularly.
• Confidence using service-management or ticketing systems and standard business IT applications.
• Experience with medical devices, diagnostic systems, ophthalmic equipment, imaging systems or other regulated capital equipment would be advantageous.
• Experience in structured fault diagnosis, remote troubleshooting, installation, maintenance and repair is highly desirable.
• Experience coordinating technical escalations, warranty cases or service activities with external manufacturers or specialist partners would also be beneficial.
• Depending on the role’s technical focus, useful additional knowledge includes:
• Hardware: Electronics, mechanics, optics or laser optics, and technical measurement or test equipment.
• Software and IT: Microsoft operating systems, PC hardware, networks, client/server environments, virtualisation, Active Directory and databases/SQL.