International Customer Care Engineer (m/f), Nantes

Software vendor specialised in energy information systems, QOS Energy develops and markets Qantum®, a web based energy management platform (renewable energy, smart buildings, smart grids). In 2015, Qantum® enables professionals to optimize the operational performance of more than 2500 sites worldwide, including 1 GW of renewable plant capacity. Qantum® includes a wide range of functionalities such as performance analysis, maintenance management (CMMS), workflow management, automated alerts or custom reports. Qantum® aggregates daily over 60 million measurments on more than 600.000 sensors.

QOS Energy has offices in France, Germany, United-Kingdom and USA (September 2015).

Job location: Headquarters - Nantes / France

Key areas of responsibility

Customer support:

• Manage customers enquiries regarding software and projects issues
• Ensure the highest levels of customer satisfaction
• Manage performance indicators
• Help to implement and improve customer support procedures

Pre-sales engineering support:

• Assist projects / sales manager on pre-sales stages
• Edit technical memos / case studies / show cases
• Pre-sales support on the software, hardware, and project feasibility issues

Product acceptance:

• Internal tests & acceptance of product releases
• validation before commercial release
• production of customer assistance documents for new features

Hardware staging & project integration:

• hardware ordering by project, delivery acceptance
• hardware configuration and staging
• hardware delivery to customer
• support to hardware field rollout
• hardware return and warranty (RMA)

Training (occasionally): 

• contribution to customer training sessions 
• production of specific templates or contents for customer training sessions

Others:

• Online help portal : contribution on the online help portal (multi-lingual)

Required experience

• Engineering school / Fachhochschule
• IT background and interest
• Ideally renewables market experience, 2-3 years technical experience
• Language: German mother tongue, English, French appreciated
• Practical, proactive, solution provider, excellent communication skills
• Analytical rigor, precision,
• General technical knowledge of renewables market 
• Customer facing experience appreciated