Technical Support Engineer - German speaker
The Role
Working as part of the Helpdesk team you are responsible for successfully delivering operational and technical support to our Customers. In-depth technical knowledge and experience and a proactive drive to gather the right details is required to provide our Customers with the best possible service. You are highly interested in our Omnicell products and Services and you know how they are used by our Customers. You have a passion for Customer service and quality, determined to deliver second-to-none technical support to our Customers.
Your main responsibilities involve using your technical experience, training and skills to resolve any incidents, requests or problems our Customers may experience while using our products. You take this a step further by understanding the underlying (root)cause of existing issues and research the fixes for new issues. This mindset emphasises a preventative and proactive approach, rather than being satisfied with fixing issues by restarts or other short-term workarounds.
Your choices and your way of working show professionalism, quality, knowledge, speed and friendliness in serving our Customers. We expect you to have excellent self-direction and time-management, able to deal with competing demands in a calm, rational and orderly way. You are keen to learn new technologies, and to work in different environments, this includes Customer site visits where appropriate.
You contribute to a good team spirit. The team spirit is characterized by openness, humour, passion and motivation. You show a great sense of responsibility and are able to observe and cover a colleague’s work where needed. You have an entrepreneurial working method in your daily functioning, and regularly come up with practical improvement proposals for the functioning of the team and Helpdesk. As a team, we work towards acknowledged service delivery standards, in particular ITIL, so you will be part of a team that continually reflects on improving performance and Customer satisfaction.
Responsibilities
* Answer incoming telephone calls from German-speaking customers and log these cases in the CRM system.
* Respond to customer contacts such as email enquiries or portal requests.
* Ensure all cases include the minimum required data for investigation.
* Check the customer’s service contract and assist the customer first while researching any uncertainties.
* Assign new cases to the appropriate resolver group and clearly notify the assignment.
* Manage your own incident cases professionally and within expected timelines.
* Handle customer escalations and major incidents effectively, ensuring regular communication and knowing when to escalate.
* Retain ownership of incident cases and chase resolver groups where necessary.
* Maintain regular customer contact and ensure service levels are met.
* Undertake remote troubleshooting of Omnicell‑retailed equipment, Windows Server and other devices or infrastructure.
* Support Field Service Technicians with remote diagnostics and troubleshooting before escalation.
* Allocate incident cases to Field Service Technicians and provide ongoing support.
* Display initiative and gather pertinent information when assessing new issues.
* Maintain the asset register in the relevant tools.
* Participate in analysis of departmental performance and continuous improvement activities.
* Act as the first point of escalation for 1st Level colleagues, providing advice or formally escalating incidents.
* Observe and adhere to processes, procedures and work instructions used within the Helpdesk.
* Identify skills or training gaps at L1 and create knowledgebase material where necessary.
* Seek assistance from L3 or others when required due to complexity or elapsed time.
* Use CRM, telephone systems, mailboxes, internal systems and knowledge bases effectively.
* Support installation teams and customers with any other duties related to the role.
* You will be required to work certain bank holidays to align with German business hours.
Required Knowledge And Skills
* Willing to start the day early: working hours: start at 7:30am to 3:30pm (37.5h/week)
* Fluent in German and English
* At least 2 years experience in Customer services/IT Helpdesk, providing software and troubleshooting support.
* Excellent Customer services skills.
* Verbal and written communications must be professional, clear, accurate and in a language our Customers can easily understand.
* Knowledge of ITIL is preferred.
* Ability to team with co-workers and engineering to rapidly resolve Customer issues through joint problem solving.
* Willingness to learn and progress is essential.
* Excellent organizational skills.
* Good general computer skills, particularly in Excel, Windows and Windows Server.
* Knowledge of VPN/Remote Support software.
* Working knowledge of computer hardware and networks is required.
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