Forward Deployed Engineer (m/f/d)
fulltime_permanent mid_levelJob Overview
As Field Support Technician, you will be a key part of our Solutions team to
deliver on-site technical support, repair and troubleshooting for our drone systems across Europe. Together with our World-Class-Team, you will take an empowering role: pushing the boundaries of drone technologies.
You will be working closely with stakeholders from the Support, R&D, Product, Training/Demo departments to resolve technical issues on-site, ensure product reliability, and enable customer success through hands-on support and knowledge transfer. To ensure high system availability and customer satisfaction across all deployed systems - your mission will be a powerful impact.
What is your Day to Day Mission:
Technical Support – on site: Deliver on-site troubleshooting of the Quantum Systems products at customers’ site (Europe-wide) based on best practices, manuals and knowledge bases.
Repair and Rework – on site: Provide on-site repair and rework tasks of the Quantum Systems products at customers’ site (Europe-wide) based on best practices and repair manuals.
Safety & Compliance – on site: Ensure compliance with safety standards and operational guidelines during all service activities.
Technical Assistance – on site: Provide the Quantum Systems trainings- and demo team with technical on-site assistance prior and during their operations at the customers’ site (Europe-wide).
Travel organization Independently plan and coordinate support and repair visits in alignment with internal departments and the customer.
Technical Ticket Management:Handle customer requests in Jira Service Management, provide structured documentation, and collaborate with the Tier 2 support team to sustainably solve the problems occurred on customer’s site. Provide structured service reports after on-site visits to ensure transparency and internal follow-up.
Ongoing Learning and Product Knowledge: Stay up to date on new features, components, and operational capabilities to continuously strengthen your technical expertise and support quality.
Continuous Improvement: Contribute to internal knowledge bases, develop troubleshooting guides, and suggest process enhancements that increase efficiency and support quality. Provide structured field feedback to Product and R&D to support reliability improvements and future design enhancements.
Customer Issue Resolution: Take ownership of on-site customer complaints and escalations, drive resolution in coordination with internal teams, and provide structured guidance to enable customers in self-driven repair and maintenance activities.