These are your tasks:
1. Technical support and case management
2. Customer engagement, training and enablement
3. Continuous improvement and customer value
4. Internal collaboration and reporting
- Take ownership of first-line customer support cases from receipt through to resolution.
- Investigate and troubleshoot technical issues across smart metering devices, IoT connectivity and associated software platforms.
- Prioritise incidents, manage competing demands and work towards agreed service level agreement (SLA) targets.
- Coordinate escalations to second- and third-line technical specialists, engineering and product teams, maintaining responsibility for customer communication and case progress.
- Keep customers informed, manage expectations and ensure issues are followed through to a satisfactory conclusion.
- Identify recurring or escalated incidents and contribute to root-cause analysis and preventative actions.
2. Customer engagement, training and enablement
- Help customers understand, configure and use Diehl Metering solutions effectively.
- Deliver remote and onsite technical guidance, product training and support to build customer knowledge and confidence.
- Explain technical issues and solutions clearly to both technical and non-technical stakeholders.
- Gather customer feedback, represent the voice of the customer internally and help identify opportunities to improve the overall customer experience.
- Build trusted relationships through responsive communication and a structured, customer-focused approach.
3. Continuous improvement and customer value
- Analyse support cases, recurring issues and service performance to identify trends and improvement opportunities.
- Recommend improvements to support processes, technical documentation and knowledge-sharing practices.
- Work with relevant internal teams to address root causes, reduce repeat incidents and improve service quality.
- Support customer change activities, including configuration changes, system updates and the introduction of new functionality where required.
- Recognise opportunities to enhance the value customers receive from our solutions and work with the sales team where appropriate.
4. Internal collaboration and reporting
- Work closely with technical support, engineering, product management, sales and other internal teams to coordinate effective solutions.
- Maintain accurate case records, document resolutions and share technical knowledge across the organisation.
- Provide clear updates and analysis to support incident prioritisation, service reviews and internal decision-making.
- Contribute to a collaborative support environment, working with colleagues across different functions and countries.
Who we are looking for:
Essential skills and experience
Desirable experience
- Around 3–5 years' experience in technical support, customer onboarding, technical implementation or a similar customer-facing technical role.
- Relevant qualification in Engineering, Electronics, IT or a related technical discipline, or equivalent practical experience.
- Experience troubleshooting hardware and software integration issues.
- A good understanding of connected devices, gateway configuration, system connectivity and first-line technical support.
- An understanding of SLAs, support case management and escalation processes.
- Experience delivering customer training or technical onboarding.
- Strong analytical and problem-solving skills, with a structured approach to investigating issues and identifying root causes.
- Excellent communication skills, including the ability to explain technical concepts clearly and manage customer expectations.
- Good organisational skills and the ability to prioritise multiple cases and competing demands.
- Excellent English and fluency in the relevant local language.
Desirable experience
- Experience in smart metering, utilities, IoT or connected technology environments.
- Knowledge of communications technologies and protocols such as LoRaWAN, NB-IoT, OMS Radio or M-Bus.
- Familiarity with MQTT, REST APIs or other system integration technologies.
- Familiarity with customer support platforms, case management tools and service performance reporting - SalesForce.
- Experience contributing to root-cause analysis, process improvements or customer service initiatives.
Do at Diehl what matters to you.
Diehl Metering S.A.S.
Elise De Poorter
67, rue du rhône, 68304 SAINT LOUIS
Tel : +33 (0)3 89 69 54 35
elise.de-poorter@diehl.com
