Service Analyst
Service Analyst
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Job Description
Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate digitize and transform the way more than 75 million people around the globe bank and shop in this hyper-connected consumer-centric world. Join us in connecting people to commerce in this vital rewarding role.
We are seeking a Service Analyst who will provide technical support to DN Services Service Partners and Customers based on expert knowledge of DN-serviced products and solutions. Starting point for structured problem management in the DN Incident & Problem Management process. Identifies analyzes addresses and resolves technical problems. Supports technical escalations as a well as improvement initiatives. Adopts and provides technical product trainings and ensures communication and feedback of service-relevant information to / from country services units. Develops implements maintains and advises on service processes and standard operational procedures. Initiates manages or supports customer fleet and product performance improvement projects and initiatives.
Responsibilities
- Provides technical Support for an assigned technician group customers or small set of products / services.
- Identifies and troubleshoots complex technical problems ( For Examplerelated to mechanical mechatronic electronic SW configuration and integrational issues) - also in co-operation with other DN Support functions ( For ExampleM&S SW PS).
- Works on assigned cases and task queues by following the proper case management protocols prioritizing urgent requests updating and escalating cases in alignment with supervisor.
- Analyzes technical issues and configuration topics calling in and evaluating defective materials trace and log files and determining reproduction steps and performing root cause analyses.
- Provides technical trainings on-site-support and manages product-related technical escalations.
- Supports the integration of product- and solution specific information ( For Exampleservice bulletins FCO Train-the-Trainer input) into standard services practices.
- Supports localization of services-relevant content.
- Regularly supports improvement projects.
Qualifications
- Degree in analytical discipline e.g. Data Science Statistics Mathematics or Computer Science providing a strong foundation in data analysis techniques and methodologies
- Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Service Support.
- Strong background in Data Analytic
- Strong command of Software Data Analytics in some form of programming knowledge e.g. advanced level on excel Power BI or SQL
- Excellent communication and presentation skills with the ability to influence stakeholders across departments
- Good business English skills (Written and spoken).
- Able to travel to customers offices in Hanoi City and Ho Chi Minh .
Preferred Qualifications
- Experience in LEAN methodologies
- IT background with understanding Diebold Nixdorf products and services.
- Problem-Solving skills to tackle diverse data challenges and drive business improvements.
#LI-Hybrid #LI-EK1
Required Experience:
IC
Employment Type
Full-Time
