EU First Line Support & Logistics Engineer in Hameln

Job Title

EU First Line Support & Logistics Engineer

Department

Service Delivery

Location

Hameln - primarily office-based, with home-working by agreement

Country

Germany

Reports to

EU Service & Operations Manager

Contract Type

Permanent / Full-time

Contracted Hours/Days

40 hours / 5 days per week

About Us

At Reveal, passion meets purpose.

Our body-worn video solutions are more than just technology; they're a testament to our commitment to safety, innovation and change.

Rooted in the UK, we've become a trusted ally for many police forces, local authorities, retailers and private organisations; helping to pioneer and drive the application of body-worn video in settings and geographies where we can see exciting potential.

With an influence now spanning over 40 countries, our mission to make a positive impact continues to gain momentum.

Purpose of the Role

The EU First Line Support & Logistics Engineer is the primary local first-line service and logistics resource for Reveal in Germany.

The role provides German-language customer support, accurate case logging and triage, basic hardware diagnosis and repair, RMA administration, inventory control, picking, packing and shipping, and repair-cycle coordination for European customers.

The role works closely with the EU Service & Operations Manager and UK-based Service Delivery teams, ensuring complex issues are escalated with clear and complete technical information in English.

Key Responsibilities

• Customer Support & Case Management
• Act as the local first point of contact for German-speaking customers and European service enquiries, providing clear, professional and timely support in German.
• Receive, log, triage and take ownership of inbound service requests through the approved service management and CRM systems, ensuring customers are kept informed throughout the case lifecycle.
• Resolve first-line hardware and software issues remotely wherever possible, using documented troubleshooting methods and product knowledge.
• Escalate unresolved issues to the appropriate UK 2nd/3rd line or specialist support stream, capturing sufficient diagnostic detail in English for the receiving team to progress the issue without avoidable rework.
• Meet agreed service levels for response, customer communication, case ownership and escalation, and raise service risks promptly to the EU Service & Operations Manager.
• Support European customers with routine DEMS and body-worn camera queries and contribute to customer onboarding, product familiarisation and service handover activities where required.
• Coordinate RMA collections and returns for customers across Europe, maintaining accurate end-to-end status and customer communication.
• Carry out basic camera and docking-station repair activity to assembly level, including approved component or battery replacement, in accordance with documented procedures.
• Complete required quality-control checks and ensure devices are handled, cleansed and prepared in accordance with Reveal processes before onward shipment or return.
• Maintain accurate repair, warranty and serial-number records and ensure cases are linked to the relevant RMA or repair activity.
• Escalate recurring hardware faults, repair-quality concerns and product trends to the EU Service & Operations Manager and UK Repairs/Continuous Improvement teams.
• Manage physical inventory held within the German office for European service and sales activity, maintaining accurate stock and serial/batch records.
• Pick, pack and ship goods in accordance with Reveal procedures and applicable local, carrier and dangerous-goods requirements.
• Update approved systems and stock records with shipment details, inventory movements, returns and stock holdings, and report shortages or discrepancies promptly.
• Manage stock on a First In First Out basis and complete required battery-maintenance or charging activity for cameras held in stock for extended periods.
• Complete monthly and year-end stock counts in accordance with internal and audit requirements, investigating and resolving discrepancies.
• Coordinate the repair-cycle flow of equipment between customers, the German office and Reveal's appointed repair partner, ensuring goods are traceable at every stage.
• Regional Collaboration & Operational Support
• Work closely with the EU Service & Operations Manager to prioritise support, logistics, stock and repair activity and provide local operational cover as required.
• Maintain strong day-to-day working relationships with UK Service Delivery, Repairs, Logistics, Sales/TAM and Finance teams to ensure European customer issues are progressed efficiently.
• Use German as the primary customer-facing language and English as the working language for internal documentation, technical escalation and collaboration with UK teams.
• Maintain local process documentation and support continuity so routine service and logistics activity can be covered during absence or peak demand.
• Support local office operational tasks that are appropriate to the role and elevate facilities, health and safety, legal, employment or contractual matters to the EU Service & Operations Manager.
• Ensure cases, repair records and logistics transactions are recorded to a consistently high standard so data can be used for service, product and operational improvement.
• Identify recurring customer, hardware, logistics or process issues and propose practical improvements to the EU Service & Operations Manager.
• Contribute to service and operational reporting, including case volumes, ageing, RMA status, stock position, shipment accuracy and recurring issues.
• Create and maintain relevant knowledge articles, troubleshooting guidance and local operating procedures.
• Learning and development
• We encourage continuous professional development and support learning through on-the-job experience, feedback and access to relevant training opportunities.

You are expected to take ownership of your development and maintain up-to-date knowledge of sector trends, technology and best practice relevant to your role.

Qualifications, Skills and Experience

• Fluent German, with the ability to provide confident, professional customer support in German as the primary customer-facing language.
• Strong professional working English, written and spoken, sufficient for technical case documentation, escalation and collaboration with UK-based teams.
• At least 2 years of customer service, technical support, service desk or similar experience in a technology-led environment.
• Ability to analyse, prioritise and correctly triage technical and service requests and apply a structured troubleshooting approach.
• Good working knowledge of IT and computer systems, with a strong interest in technology and the ability to learn Reveal products and DEMS support processes.
• Experience handling physical stock, shipping, inventory or RMA activity, with strong attention to serial numbers, records and traceability.
• Experience undertaking basic repair and maintenance of consumer electronics or similar equipment, or demonstrable practical aptitude for hardware work.
• Strong attention to detail and the ability to work independently while maintaining accurate case, stock, repair and shipping records.
• Strong communication and interpersonal skills, with the ability to build effective working relationships across customers, colleagues and partners.
• Demonstrates a growth mindset, with adaptability, curiosity and a commitment to continuous improvement.
• Strong emotional intelligence, including self-awareness, empathy and sound judgement.
• Diploma/Higher Diploma or equivalent experience in Computer Science, Information Technology, electronics or another relevant technical discipline.
• Experience using a service management or CRM platform such as HALO or Salesforce.
• Experience of body-worn video, digital evidence management, consumer electronics, RMA or repair environments.
• Experience with stock control, courier administration and lithium-battery or dangerous-goods shipping requirements.
• ITIL Foundation or equivalent practical service-management knowledge.
• Microsoft Azure Fundamentals or comparable cloud knowledge.
• Key Metrics for Success

The key metrics to be successful in this role are

• Achieve at least 95% of agreed first-line service SLAs, subject to customer-specific contractual targets.
• Maintain at least 95% case-quality and escalation-quality compliance, including clear English diagnostic information for UK technical teams.
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