Senior Technical Remote Support Engineer

Senior Technical Remote Support Engineer

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 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.

Minimum Qualifications

• 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.