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Job Description - Technical Remote Support Engineer – Domain Trainee - German - Hybrid Wroclaw (HEA012142)

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients.

Inviting applications for the role of Technical Remote Support Engineer – Domain Trainee - German - Hybrid Wroclaw.

Responsibilities

1. Support of complex Customer Technical Inquiries received from Level 1 Remote Support, Contract & Service Partners, Field Services for various groups of medical devices.
2. Provide technical support on the hotline for the customers outside the core working hours.
3. Provide support to Level 1 specialists within the hotline for daily business.
4. Interface to Technical Services areas such as Quality, Development, Experts Groups, and related teams.
5. Ensure compliance and improvement of the scope’s business metrics.
6. Contribute to continuous improvement of internal processes and documents for Technical Services.
7. Ensuring coverage of the hotline in specified times according to the schedule created by the team lead.
8. Early and late duty in specified times including weekends and holidays, as well as on-call duties.
9. Independent takeover and processing of tasks from the queues that belong to the work area in compliance with the priorities.
10. Support the remote team.
11. Support with rolling out software products.
12. Support with commissioning in the digital area (remote).
13. Active communication with partners and customers.
14. Participation in projects with stakeholders such as Sales, Quality, etc.
15. Processing of internal requests in technical matters.
16. Processing of requests in technical matters of the partners.
17. Create / prepare tickets for Product SMEs (Level 3)/R&D.
18. Compliance with the requirements from the Team Lead.
19. Achieve and contribute to the increase of the solution rate L2.
20. 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).
21. Expand knowledge through continuous training to keep up to date on new changes or product launches.
22. Contribute to empowering teammates in the L1 and the L2 to develop further and take on special projects.
23. Adhere to internal/external business metrics.
24. Utilize and provide constructive feedback on implementation of new tools and systems.
25. Meeting deadlines for mandatory trainings.
26. Lean thinking.
27. Specialization in various product areas.
28. May perform other duties as required.

Qualifications we seek in you!

Minimum Qualifications

1. Technical/Mechanical engineering education or similar relevant qualification.
2. Knowledge of customer communication.
3. Qualifications in customer service or customer-facing organizations.
4. Understanding of medical device business and handling of medical devices.
5. Innovative, open-minded understanding of relevant topics.
6. Interest in Lean and Agile methodologies.
7. Understanding of Service Desk processes.
8. Understanding of the expectations of our external and internal partners.
9. Very good teamwork and communication skills.
10. International networking with all service desk colleagues.
11. Mastery and promotion of the company values.

Languages

1. Proficiency in German and English technical language. Other European languages are considered a plus.

Travel requirements

Less than 25%

Shift Requirement

Regular working hours

What can we offer?

1. Stable job offers - employment contract.
2. Work in a multicultural and diverse environment with employees from over 30 countries.
3. Genpact supports professional trainings and great career development opportunities.
4. Free access to our award-winning learning platform.
5. Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts.

As an Equal Opportunity Employer – we encourage you to apply to this opening position(s) with your preferred CV format. Please note that Genpact does not impose any CV format nor do we require you to enclose a photograph to your CV as part of the application process.

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