Support Specialist (Level 2) (m/f/d)

  • Soest, Germany
  • Full-time

Company Description

Smarter. Greener. Together. 
Together with our 80.000 colleagues worldwide, we believe in technology and collaboration and are dedicated to providing innovative and energy-efficient solutions. 

Job Description

We are looking for a Level 2 Support Specialist for our service operations in EMEA region. Your objectives are remote diagnostics and the initiation of on-site service activities with the provision of repair instructions and required spare parts. Furthermore, you will be supporting Level 1 Support in the resolution of complex technical issues and service requests from SLA customers and align identified product problems with Quality and R&D.

Job Description

  • Handling service requests directly addressed to level 2 (based on customer or SLA)
  • Resolving technical problems forwarded from Level 1 Support
  • Initiation of on-site interventions (to be done by service partner (ASP) and creation of adequate repair instructions and determination of required spare parts, On-site job SLA monitoring
  • Participation in the creation and updating of content for supporting remote and on-site service activities
  • Conducting training for level 1 and ASPs
  • Remote diagnostics and service
  • Occasional on-site support for complex technical issues
  • Communication of identified product issues to Quality and Master Service Engineer

Qualifications

  • An education degree in electrical maintenance, electro technical services, electrical engineering or related majors
  • Good technical understanding and experience with electrical equipment repair (low and high voltage). 
  • Excellent communication skills
  • Excellent understanding of end-to-end service processes
  • Fluent English and German language skills
  • Good MS Office knowledge
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