Technical Support Technologist; m​/w​/d Remote​/Homeoffice möglich

Technical Support Specialist

You prefer to work directly with the customer and are appreciated for your reliability, problem-solving skills, and technical know-how?

Our goal in technical support is to help customers with disruptions and technical questions quickly and competently to achieve complete customer satisfaction.

Responsibilities:

• Comprehensive acceptance and resolution of problems via phone/system and data transmission using the existing database system (timely recording of technical problems, clear and unambiguous problem description) of most products (Level 2 Training Record)
• Redirection of a clearly defined and structured problem description considering the customer and technician view for further troubleshooting by the service organization
• If technician deployment is necessary, assign it through the system to the customer service of the region
• Outside of business hours, independently coordinate service technicians in on-call duty
• Optimization of troubleshooting rate through immediate access to engine data and alarms (MyPlant)
• Support of service centers, project management, offer team, application, and technology by transmitting feedback from service technicians, partners, third-party companies, and customers
• Support of proactive monitoring (MyPlant) of specific plants
• Regular preparation and collection of data on emerging problems
• Participation in shift and on-call duty
• Support of projects and other tasks in technical support
• Independently identifying training needs to ensure always up-to-date knowledge of products, systems, and processes
• Field service activities to ensure practical proximity
• Partial home office possible

Qualifications, Requirements, and Experience:

• Completed training in the electrical field e.g. electrician, mechatronician or comparable
• Several years of experience in the areas of commissioning or operation & maintenance of plants
• Proactive problem-solving skills
• Ability to transparently convey technical connections in conversation
• Analytical skills, problem-solving skills, and clear view on necessary prioritization in the sense of the customer problem
• Very good communication skills and a high level of resilience & flexibility
• Sound knowledge and adherence to EHS rules
• Good English skills in speech and writing