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Responsibilities : Ensuring coverage of the hotline in specified times according to the schedule created by the team lead Early and late duty in specified times incl. weekends and holidays, as well as on-call duties Independent takeover and processing of tasks from the queues that belong to the work area in compliance with the priorities Support the remote team Support with rolling out software products Support with commissioning in the digital area (remote) Active communication with partners and customers Participation in projects with stakeholders such as Sales, Quality etc. Processing of internal requests in technical matters Processing of requests in technical matters of the partners Create / prepare tickets for Product SMEs(Level 3)/R&D Compliance with the requirements from the Team Lead Achieve and contribute to the increase of the solution rate L2 Support of L1 remote support in day-to-day business and in case of problems and thus continuous training of the team to increase their skills and handover of L2 topics (shift/left) Expand knowledge through continuous training to keep up to date on new changes or product launches Contribute to empowering teammates in the L1 and the L2 to develop further and take on special projects Adhere to internal/external business metrics Utilize and provide constructive feedback on implementation of new tools and systems Meeting deadlines for mandatory trainings Lean thinking Specialization in various product areas May perform other duties as required requirements-expected : Technical/Mechanical engineering education or similar relevant qualification Knowledge of customer communication Qualifications in customer service or customer-facing organizations Understanding of medical device business and handling of medical devices Innovative, open minded understanding of relevant topics Interest in Lean and Agile methodologies Understanding of Service Desk processes Understanding of the expectations of our external and internal partners Very good teamwork and communication skills International networking with all service desk colleagues Mastery and promotion of the company values Proficiency in German and English technical language. Other European languages are considered a plus Travel requirements: Less than 25% Shift work system offered : Attractive salary Stable job offer – employment contract Various trainings (initiating, soft skills) Possibility of development in a new project Benefits (Insurance, Luxmed, Multisport, additional vacation days) benefits : sharing the costs of sports activities private medical care sharing the costs of professional training & courses extra leave Free access to our award-winning learning platform