Digital Product Service & Support Engineer

About Us

Hyva Group is a leading global provider of innovative and highly efficient transport solutions for the commercial vehicle and environmental service industries. The company is committed to the development, production, marketing and distribution of components used in hydraulic loading and unloading systems on trucks and trailers. Its products are used worldwide across a range of sectors including transport, construction, mining, materials handling and environmental services providers.

Founded in 1979, the company is headquartered in Alphen aan den Rijn in The Netherlands and operates in more than 110 countries with over 3,500 employees around the world. The Hyva Group encompasses more than 30 subsidiaries globally, with an extraordinary sales and service coverage and 14 production facilities in Brazil, China, Germany, India, and Italy, with more than 20,000 customers.

About The Role

As a Digital Product Service & Support Engineer in our Alphen aan den Rijn’s office, you will have the opportunity to play a role as the support specialist and offer support and training to your colleagues all over the world. Furthermore, you are 3rd-line support for incidents for all Digital Products that are operational. As 3rd-line support, you connect remotely to the onboard unit to analyse and solve the problem. Together with your direct Support & Operations colleagues, you will guide and support the global rollout of digital products, assist with (customer) field tests and handle issues reported by our regions. Good communication skills combined with process management, fast decision-making, analytical and critical view and a problem-solving mindset are required to serve and support our customers and local support teams around the world.

You are also responsible for handling support incidents on our Digital Platform, where all our connected products are maintained and which is used by our customers as a Fleet Management platform.

Your key responsibilities will include but not limited to:

• Train and support regional and local service and support engineers all over the world


• Provide 3rd line support to these engineers and customers


• Capture, report and manage the resolution on any complaints, identified quality issues or other forms of feedback from our counterparts


• Continuously improving the product knowledge base to ensure it is easy to share knowledge across the organization


• Develop and maintain product training materials, and provide training to sales and service representatives in the markets


• As part of broader product launch or release cycle, offer on the ground support to see through first installations, or helping set up local (1st & 2nd line) procedures to support the product.


• Onboarding of customers and assets on the Digital Platform


• Respond to and resolve complex technical issues escalated from the Service Desk that require onsite intervention


• Perform on-site troubleshooting and repair for hardware, software, and network problems, which included pc, printer, telephony, CCTV etc


• Install, configure, and maintain computer systems, peripherals, and software applications


• Provide hands-on support for issues related to user accounts, access permissions, and system performance


• Collaborate with the Service Desk and other IT teams to address and resolve recurring technical problems


• Document and track issues, solutions, and service requests in the company's ticketing system


• Assist in the deployment and setup of new hardware and software systems


• Support IT asset management, including inventory control and equipment maintenance


• Stay informed about emerging technologies and recommend improvements to enhance IT support services

In this role you will be collaborating with various stakeholders (internally with Digital Platform Support & Operations Manager, Digital Platform Support Engineers, Product Development Manager, Digital System Engineering Manager, OBU Software Development Manager, Cloud Software Development Manager, Product Portfolio Manager; externally with External Development teams, External Service & Support Engineers, Customers using our Digital Platform) across the business including our Global functions teams in Netherlands & other parts of the world.

Our organization supports a hybrid working approach. You will be supporting markets in multiple time zones and some flexibility around working hours will be needed.

About You

To be successful in this role you will have:

• 2 – 3 years of relevant working experience in similar role


• Has strong affinity with cloud platforms, electronics and (commercial) vehicles


• Knowledge of Agile methodology and frameworks like Scrum, Kanban etc


• Hands-on experience with Linux based embedded systems


• Excellent communication skills and ability to work independently and with the team


• Is willing and able to travel world-wide on a regular basis


• Open minded, involved, team oriented, creative and agile personality is much appreciated


• Capability to handle efficient under stressful situations


• Excellent analytical, communication and writing skills


• Strong organizational skills and can show a proven track record in coordinating and leading external and internal processes and projects


• Ability to work with remote teams


• Conflict resolution experience, and intercultural awareness


• Critical thinking and problem solving

Language

Good written and spoken English is essential

Qualification / Education

Bachelor’s Degree in Computer Science / Information Technology or equivalent area of technical study

What We Offer

• We care about ecology and are truly sustainable. Not only for the environment but also for social resources.


• We have a highly dynamic and very international work environment.


• We have Great Place to Work certified countries!


• We provide a competitive salary which is adjusted on an annual basis in case of good performance.


• We work hybrid and care about your work-life balance.


• You will find nice extras such as various company activities during the year.

Diversity, Equity & Inclusion (DEI)

We welcome everyone regardless of origin, gender, age, sexual orientation, philosophical or political conviction, disability etc.