Informacje o stanowisku

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

• 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

• 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)

• 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

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