Service Expert (human)
NEURA Robotics
Metzingen, Germany
- NEW
Service Expert (human)
Neura Robotics • Metzingen
Your Entry into the Heart of Our Customer Relationships
In the Customer Success field, you're the bridge between technology and people. Whether it's through training sessions, solving technical challenges, or on-site setups, each day offers new and exciting tasks. As part of an international team, you combine technical expertise with a service-oriented mindset to provide the best support for our partners. You'll collaborate closely with departments like Engineering, Quality Assurance, and Product Management to create solutions that impress. Our Service Engineers, in particular, are always on the move, staying close to customers and ensuring our products meet global standards. You'll play a key role in delivering outstanding customer experiences—diverse, dynamic, and always at the heart of the action.
- Full-time
Metzingen
As a Service Expert, you are the technical backbone of our Service & Academy department. Reporting directly to the Head of Service & Academy, you drive the professionalization and scalability of our service operations – from process design and spare parts strategy to key account service agreements and systematic field-feedback management.
• You define, document, and continuously improve all service processes (commissioning, troubleshooting, on-site/remote service, escalation, and returns), ensuring a scalable framework that keeps pace with our rapid growth.
• You design structured spare parts packages per robot platform, define recommended stock levels based on installed base, and align with Purchasing and Logistics on availability and replenishment strategies.
• You develop and maintain service-level agreements and framework contracts for key accounts – including scope of services, response times, pricing models, and KPI-based performance tracking.
• You introduce and embed best-practice methodologies within the service team, such as standardized troubleshooting guides, a centralized knowledge base, training formats, and regular lessons-learned cycles.
• You ensure joint together with your counterpart in the quality department, that field insights are systematically fed back to R&D, Quality, and Production by capturing and categorizing field issues, initiating and tracking root-cause analyses (8D, Ishikawa, 5-Why), and monitoring the implementation and effectiveness of corrective actions(Paynter Charts).
What we can look forward to• You bring several years of experience in technical service, service engineering, or after-sales, ideally in mechanical/plant engineering, robotics, or automation.
• You have a strong process mindset and hands-on experience with quality methods such as Paynter Charts, 8D, FMEA, or CAPA.
• You are confident in dealing with key accounts and able to translate between field operations, engineering, and management.
• You possess solid knowledge of ERP and Jira Service Ticketing System and are comfortable working with data to drive decisions.
• You combine structured, analytical thinking with a pragmatic startup mentality and a hands-on approach.
• You bring fluent German and English language skills.
What you can look forward to
Creative Freedom and Agility
Enjoy a dynamic, self-reliant work culture with flat hierarchies, flexible hours, and 30 vacation days. Ideal for those seeking an inspiring professional setting, whether you're starting out or an experienced exec.
Passion for Winning
A passionate and highly skilled team of international experts aiming to redefine robot assistants.
Attractive Compensation
Enjoy a competitive salary package along with exclusive employee discounts.
One Team
Whether it's a summer party or company town hall meetings, we celebrate our successes together.
Professional Growth
Support for your personal and professional development.
Our values. The cornerstones of our success.
We are a team. We strive to achieve great things by promoting the success of our colleagues and partners.
We strive for technological progress in order to give people back their valuable time for enjoyable activities.
We strive to revolutionize the world of robotics by pushing the boundaries of technology every day.
We live a high level of appreciation through open communication and transparency.
We do our best to always be two steps ahead. We achieve this through empowerment, freedom of action and personal responsibility.
People are at the center of everything we do.
Our Location
Our headquarters in Metzingen and Riederich are the heart of our company. It's not just home to our offices, but also our production facilities, Academy, logistics, and Tech Labs—all working together to turn ideas into reality. Riederich itself is a small, peaceful town, just a kilometer away from Metzingen, a city with its own unique character. Metzingen is globally renowned as Outlet City, attracting visitors from all over the world. Here, you can enjoy exclusive designer stores in a relaxed and charming setting. The city also offers a variety of restaurants, cafés, and a down-to-earth Swabian coziness—perfect for unwinding after work.
Our application process
We ensure a transparent and efficient process and look forward to getting to know you during the application process.
Your insight into our daily work
Unsere Mission
"Our goal was to develop the world's first cognitive robot that can work with people, learn from them and provide them with targeted support. And that is exactly what we have achieved. But there is much more to come!"