Technical Support Specialist III

• Responsible for the smooth handling and acceptance of demanding, complicated technical requests for customers and service via phone, email, chat, database, social media in local and English language.
• Independent identification of concerns and development and definition of suitable solutions.
• Independent problem solving (service manuals, spare parts databases, virtual assistants, etc.) and responsible for compliance with legal requirements (standards, specifications)
• Customer communication with the aim of gaining satisfied customers
• Support technicians in the field with technical questions with a focus on fast and efficient service for our customers on site
• Responsible for the execution of all technical support activities within the framework of internal rules and customer regulations

(B) Documentation

• Professional documentation of the problem and solution description in the service case (C4S ticket)

(C) Sales support

• Independent creation of service offers for repairs, relocations, spare parts, software updates, compliance products (billable services) and adherence to the discount matrix.
• Responsible for following up and qualifying sales opportunities in collaboration with partner departments (SFDC)
• Advise customers on whether a repair makes economic sense or whether a new purchase is advisable
• Proactive identification of upselling opportunities and reporting of leads (sales and service products)
• Communication with customers and partner departments

(D) Customer orientation

• Ensuring customer satisfaction and availability during service hours
• Processing customer inquiries within the agreed response times
• Collaboration in the evaluation of customer feedback

(E) Quality management

• Active implementation of all quality and safety-relevant processes described in the QM database (master control)

(F) Further training and development

• Continuous training (technical, product-specific, general) and monitoring of industry trends in order to introduce improvements
• Interest in new technologies
• Lifelong learning, independent further training and interest in adapting to new technologies

(G) Special tasks

• Participation in the telephone on-call service (24/7 hotline)
• Collaboration in cross-departmental international and national projects
• Collaboration in complaints management, support in customer complaints procedures with corresponding communication to internal partner departments and customers
• Assumption of specialist function and participation in customer escalation assignments (on-site support)

Do you have a Master's degree?