As part of the Technical Services Team, you are in charge of:
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 dutiesIndependent takeover and processing of tasks from the queues that belong to the work area in compliance with the prioritiesSupport 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 partnersCreate / prepare tickets for Product SMEs(Level 3)/R&DCompliance with the requirements from the Team LeadAchieve and contribute to the increase of the solution rate L2Support 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 launchesContribute to empowering teammates in the L1 and the L2 to develop further and take on special projects.Adhere to internal/external business metricsUtilize and provide constructive feedback on implementation of new tools and systemsMeeting deadlines for mandatory trainingsLean thinkingSpecialization in various product areas May perform other duties as requiredMinimum Qualifications Technical/Mechanical engineering education or similar relevant qualificationKnowledge of customer communication Qualifications in customer service or customer-facing organizations.Understanding of medical device business and handling of medical devicesInnovative, open minded understanding of relevant topics.Interest in Lean and Agile methodologies.Understanding of Service Desk processesUnderstanding of the expectations of our external and internal partnersVery good teamwork and communication skills International networking with all service desk colleaguesMastery and promotion of the company values.