Hardware Support Engineer Operations & Customer Support

Job Description

TotaLite builds high-precision optical sensors that monitor critical infrastructure and buildings worldwide. We detect structural displacement with millimeter precision at distances up to 100 meters. We are scaling from 50 devices per year today to 2000 devices annually within three years. That requires a step-change in operational structure quality discipline and supply chain control. We are a technical product company with a small team of 14 FTE becoming a reliable hardware delivery organisation. That transition is why this role exists.

As our Support Engineer you are not fulfilling a traditional help desk role. You own complete hardware operations and technical support as we scale from 50 to a few thousand devices in 2028. You build and execute scalable operations and support and lead hardware testing calibration inventory and this role you work closely with our Hardware Developer Customer Support & Success Manager and Product team. Youre not just maintaining systems youre building the operations that support our growth.

Your role

• You own hardware operations: test calibrate and configure TotaLite Sensors upgrade firmware pick orders package and ship to project sites globally;

• You lead student operations team: maintain quality and efficiency as volumes scale;

• You troubleshoot (customer) issues find root causes determine and implement possible fixes;

• You are the backup for our Customer Support Manager and can represent him when he is on holiday;

• You build scalable support infrastructure: create documentation identify automation opportunities develop knowledge base implement lean operational procedures;

• You act as feedback loop to Product: identify recurring issues suggest improvements participate in firmware testing.

Your track record

• You have 3 years in hardware support IoT device operations or technical support roles in technology companies. Youve managed support operations at scale not just answered tickets;

• You have proven expertise troubleshooting IoT devices and wireless connectivity (LTE-M cellular networks) in production environments you understand how data flows from sensors through networks to platforms;

• You hold a Technical education in electronics mechatronics or similar discipline or equivalent through hands-on experience;

• You are a strong communicator who can explain complex technical concepts to both engineers and nontechnical stakeholders with excellent English skills (Dutch is a plus);

• You are a customerfocused problem solver who takes full ownership of issues endtoend and works methodicallybuilding processes documentation and diagnosing root causes with the right balance between quick fixes and deep investigation;

• Bonus experience in infrastructure monitoring construction geomatics civil engineering hardware QA/manufacturing support or support platforms like HubSpot or Zendesk.

What Fugro offers

• A diverse and inclusive working environment;

• A competitive salary;

• 29 holidays per year based on a fulltime employment (of which 4 are appointed by Fugro management) and the possibility to purchase 12 additional days;

• Extensive career & training opportunities both nationally and internationally;

• Flexible working hours and the ability to work from home in accordance with your manager and corporate policies;

• Commuting allowance;

• Modern pension scheme;

• Collective health insurance;

• Possibility to register with our corporate fitness plan;

• Coaching options through our EAP (Employee Assistance Program).

Are you interested

Please visit our CompanyPage tofind out more about what it islike to work at Fugro.

For further information please contact Stefanie Baldassarri-Steenhauer Senior Talent Acquisition Partner tel. 31 (0)6-.

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Afteryouhaveapplied

• You willreceive an automatedconfirmation-email of the receipt of your application.

• Whenwesee a matchwewillinvite you for the first interviewwithin a couple of days. Of course you will also receive a message ifwe will not inviteyou;

• After a successful first round you will be invited for the second round.

• If we are both stillpositiveafterthesecond interviewwe will make you an offer andwith that we hope towelcome you at Fugro!

Disclaimer for recruitment agencies:

Fugro does not accept any unsolicited applications from recruitment agencies. Acquisition to Fugro Recruitment or any Fugro employee is not appreciated.