1st Line Support Engineer

The 1st Line Support Engineer serves as the central point of expertise for resolving complex technical issues across Struers' product portfolio. This role is responsible for delivering fast and effective technical support, ensuring high-quality case management, and acting as a key interface between Service, Engineering, R&D, and customers.
The position contributes to technical excellence, customer satisfaction, and the continuous development of a global 24/5 technical support organization.
Key Responsibilities
Own and manage technical support cases through the ticketing system from intake to resolution.
Troubleshoot issues across mechanical, electrical, automation, and PLC-controlled systems.
Provide remote diagnostics and technical support using connected systems and digital service tools.
Deliver structured and timely technical assistance to customers and Field Service Engineers.
Coordinate and drive escalations to Service Engineering, R&D, Product Engineering, or Quality while maintaining case ownership.
Ensure accurate case documentation, follow-up activities, and full traceability throughout the support process.
Lead immediate containment activities and coordinate actions during critical customer situations.
Maintain high case-handling standards to provide quality data that supports continuous improvement initiatives.
Collaborate closely with global support teams to ensure consistent support quality and effective case handovers.
Requirements
Education & Experience
Engineering degree in Mechatronics, Electrical Engineering, Automation, or a related discipline, or equivalent technical experience.
Experience in field service, technical support, or service engineering.
Experience working in an international support environment is preferred.
Experience with ticketing systems and structured case handling is preferred.
Technical Qualifications
Strong knowledge of mechanical, electrical, software, and automation systems.
Experience working with PLC-controlled equipment and industrial automation is preferred.
Familiarity with remote diagnostics, connectivity solutions, and digital service tools.
Demonstrated ability and willingness to use AI tools to improve productivity, decision-making, work quality, and to reduce costs. The successful candidate must be able to identify appropriate AI use cases and critically evaluate AI-generated outputs.
Competencies
Fluent in spoken and written English.
Strong technical troubleshooting and analytical skills.
Service-oriented with a hands-on approach.
Structured and process-driven working style.
High level of ownership and accountability.
Effective communicator with both technical and non-technical stakeholders.
Strong cross-functional and international collaboration skills.
Customer-focused with a strong sense of urgency and commitment to quality.