Customer Reliability Engineer (m/f/d)

The Role: What to expect

As a Customer Reliability Engineer (m/f/d), you are the proactive owner of how our solutions perform in production across customer sites. You don't wait for tickets. You watch fleet health and performance data, spot risks and improvement opportunities early, and turn them into concrete software and hardware service and maintenance recommendations that protect and grow our customers' ROI.

Role Responsibilities: What you will do

• Monitor fleets proactively: Track the health and performance of deployed robot fleets and software across customer sites: availability, throughput, mission success rate, error trends, battery and component wear.
• Measure and protect customer ROI: Define and report the KPIs that show the value each customer gets, benchmark sites against each other, and flag where performance is drifting.
• Recommend service and maintenance interventions: Turn data into concrete proposals: software updates, configuration and map tuning, preventive hardware maintenance, part replacements, retrofits or fleet resizing.
• Run periodic health reviews: Prepare and present regular site health reports and reliability reviews with customers, alongside Customer Success and Account Management.
• Build predictive maintenance capability: Develop alerts, dashboards and models that detect failures before they hit operations.
• Close the loop with engineering: Feed recurring field issues and improvement ideas back to Product, Software and Hardware teams, and track them to resolution.
• Hand off cleanly: Escalate issues needing deep troubleshooting to the SRE on-call and support teams, with the context they need to act fast.

Role Requirements: What you need to succeed

• 3+ years in site reliability, field service engineering, technical customer success or a similar role with production systems at customer sites.
• Hands-on experience with robotics, AGVs/AMRs, industrial automation or other connected hardware fleets.
• Strong data skills: SQL, Python, and monitoring or BI tools (for example Grafana, Prometheus, Datadog, Power BI).
• Solid grasp of both software (Linux, logs, networking, cloud services) and hardware (sensors, drives, batteries, wear and maintenance cycles).
• Ideally, you have experience in predictive maintenance and familiarity with reliability engineering methods such as MTBF and FMEA, as well as condition monitoring.
• Experience with ROS, fleet management systems, and warehouse and manufacturing execution systems is a plus.
• Ability to translate technical data into business impact and ROI arguments for customers.
• Clear communicator who can present confidently to plant managers and engineers alike.
• Fluent English; German is a strong plus.
• Willingness to travel to customer sites (around 20-30%).

Why idealworks

• At idealworks, you will find an international working environment and become part of an experienced, open team where mutual trust counts. You will feel at home from the very first second!
• Experience a first-hand start-up feeling and flat hierarchies with varied and responsible tasks that you work on independently.
• Look forward to hybrid working model with 30 vacation days per year and various opportunities to balance your free time, family and job.
• For your commitment to helping us achieve our mission, you will not only be rewarded with appreciation, but also with above-average pay including a bonus scheme and an annual personal development budget.
• We offer exciting corporate benefits, an attractive company pension scheme and regular team events.
• Our modern office is easily accessible by public transport, bike and car and offers numerous catering options for relaxed lunch breaks with your team.
• Driven by our unique corporate culture, the five values "passion for results", "wellbeing", "personal growth", "trust" and "being and acting as one team" determine our daily actions and cooperation.