Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Structural information

Rolle/Track

Professional, Band 06

Location:

Remote

Job type description:

Technical Support III

IES LE – EMEA

Pay group

Professional 6

Activity:
(Activity in brief/main objectives of the activity):

Level 1 Technical support and consulting in the EMEA region for customers and technicians to solve individual complex technical problems. Independent and comprehensive fault diagnosis both remotely and, if required, on site at the customer's premises. Independent development of creative solutions and initiation of suitable measures to resolve problems, including escalation management. Participation in the on-call service (247 hotline).

Task and activity profile

Main tasks

Description

(A) Technical / Remote Support

• Responsible for the smooth handling and acceptance of demanding, complicated technical requests for customers and service via phone, email, chat, database, social media in local and English language.
• Independent identification of concerns and development and definition of suitable solutions.
• Independent problem solving (service manuals, spare parts databases, virtual assistants, etc.) and responsible for compliance with legal requirements (standards, specifications)
• Customer communication with the aim of gaining satisfied customers
• Support technicians in the field with technical questions with a focus on fast and efficient service for our customers on site
• Responsible for the execution of all technical support activities within the framework of internal rules and customer regulations

(B) Documentation

• Professional documentation of the problem and solution description in the service case (C4S ticket)

(C) Sales support

• Independent creation of service offers for repairs, relocations, spare parts, software updates, compliance products (billable services) and adherence to the discount matrix.
• Responsible for following up and qualifying sales opportunities in collaboration with partner departments (SFDC)
• Advise customers on whether a repair makes economic sense or whether a new purchase is advisable
• Proactive identification of upselling opportunities and reporting of leads (sales and service products)
• Communication with customers and partner departments

(D) Customer orientation

• Ensuring customer satisfaction and availability during service hours
• Processing customer inquiries within the agreed response times
• Collaboration in the evaluation of customer feedback

(E) Quality management

• Active implementation of all quality and safety-relevant processes described in the QM database (master control)

(F) Further training and development

• Continuous training (technical, product-specific, general) and monitoring of industry trends in order to introduce improvements
• Interest in new technologies
• Lifelong learning, independent further training and interest in adapting to new technologies

(G) Special tasks

• Participation in the telephone on-call service (24/7 hotline)
• Collaboration in cross-departmental international and national projects
• Collaboration in complaints management, support in customer complaints procedures with corresponding communication to internal partner departments and customers
• Assumption of specialist function and participation in customer escalation assignments (on-site support)