About the role
You are part of the service engineer team and report to the service engineer lead. You spend Mondays with the service team and Tuesday to Friday in the business unit of your product, and you join the daily service meeting every morning.
Your mission & challenges
Your responsibilities, in order of priority:
1. Service manual & training
- Create and own the service manual for your product: maintenance routines, repair procedures and spare parts
- Create and update service training content for the NEURA Academy and deliver service trainings
1. Product expert
- Act as the central point of contact for service engineers on complex topics (L2/L3 support) and follow up escalations until they are resolved
- Stay current on HW/SW revisions, known issues and fixes
- Verify new features and software releases from a service perspective before rollout, and contribute to release notes and compatibility checks
1. Voice of service
- Collect and analyze field data: failures, recurring issues, repair times and spare parts
- Provide structured serviceability feedback to development and product owners
- Define and standardize service processes (e.g. maintenance routines, escalation paths) and document them for the service team
1. Troubleshooting & repair for the BU
- Support complex troubleshooting and repair of the product within the business unit
- Take part in occasional field deployments to stay hands-on
- Represent service in design reviews and release decisions of your business unit
- Make sure spare parts, service tools and diagnostic procedures for your product are defined and available before market launch
What we are looking for
Must-have
- Completed technical vocational training or degree (mechatronics, electrical engineering, robotics, or comparable)
- Experience in technical service, commissioning, or an applications environment
- Experience in creating service documentation or training material
- Able to explain complex technical topics clearly, in writing and in training sessions
- Confident in reading technical drawings and electrical schematics
- Ability to formulate technical feedback in a structured and solution-oriented way
- Understanding of software release processes and versioning
- Experience in creating or optimizing technical processes and standards
- Independent, documentation-driven way of working
- Clear and confident communicator with experience working closely with field teams and development to deliver reliable, high-quality outcomes.
- Hands-on troubleshooting experience
- Good language skills in German and English
- Willingness to travel for field deployments. A valid European driver’s license
Nice to have
- Experience with ROS/ROS2 and with collaborative, mobile or humanoid robotics
- Comfortable working with ticketing/documentation systems (e.g. Jira, Confluence) to structure and track service knowledge