Technical Customer Support Engineer

vor 8 Stunden

Frankfurt am Main, Hessen, Deutschland Digital Film Technology GmbH Vollzeit

About Us

At DFT, film is our passion and quality is our mission.

Leveraging state-of-the-art IT technologies, we make film digitization efficient and enable the highest standards of image preservation. As the global market leader, we design and manufacture cutting-edge film scanners and digital solutions in Darmstadt, Germany, serving the needs of film archives and post-production facilities worldwide. Our esteemed clientele -including the German Federal Film Archive, the Library of Congress, Warner Brothers, NBC Universal, and FotoKem - trust us for the exceptional quality, performance, and reliability of our products and services. With additional teams in Burbank, USA, and London, UK, we ensure premium customer support around the globe. Are you passionate about embedded systems, hardware-centric software development, innovative technology, and the world of film? If so, we invite you to become part of our dedicated team.

You will be one of the voices of our customer care organization. You will have direct contract 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.

Key Responsibilities
  • 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 with 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 identifying potential customer requests and up-sell services
  • Willingness and ability to travel worldwide in response to project and customer requirements.
Your Qualifications
  • Ideally, you have several years of experience in a professional video/audio engineering environment
  • Degree in electronics or mechatronics engineering, or equivalent technical qualifications
  • Good knowledge of Linux (Ubuntu) and Microsoft, with a basic understanding of IT networks and storage systems
  • Excellent communication skills and fluency in English
  • Proven ability in fault-finding, analysis and testing, with both hardware and software
  • Willingness to participate in further training as required
  • Available to work as part of a 24/7 on-call support rotation
  • Understanding of and adherence to Service Level Agreement (SLA) guidelines.
What We Offer
  • Challenging and varied responsibilities in a highly specialized technical environment within a strategically oriented company. Direct impact on product decisions and technical solutions
  • Thorough onboarding by experienced colleagues, followed by continuous personal and professional development
  • A committed, skilled team with flat hierarchies
  • Flexible working hours and an open, appreciative corporate culture
  • A modern work environment with high-quality technical equipment
Ready to join us?

We look forward to receiving your comprehensive application, including:

  • A cover letter detailing your salary expectations and earliest possible start date
  • Detailed résumé
  • Copies of relevant academic and professional certificates

Please submit your application as a single PDF file via email to: -

Your contact: Jennifer Lehmann, Manager People & Culture

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