Senior Service Support Specialist
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Job Summary
Description
Provides 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 expert technical Support for an assigned technician group customers or set of products / services. Troubleshoots complex & multi-layered 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). Manages assigned cases and task queues and supports the development of case management protocols. Escalates cases in accordance with case management protocols. 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. Analyzes product and service benchmarks (that is failure rates repeat calls time-to-repair parts usage etc). to pro-actively address quality issues. Regularly provides technical trainings service-specific trainings as well as on-site-support and manages product-related technical escalations. Integrates the latest product- and solution specific information ( For Exampleservice bulletins FCO Train-the-Trainer input technical newsletters Updates & Hotfixes ) into standard field services practices. Contributes to knowledge management systems in cooperation with product / solution support specialists. Regularly supports or manages improvement projects and initiatives.
Qualifications
Diploma or equivalent work experience required. Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Service Support. Good business English skills (Written and spoken).
Provides 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
Qualifications
Required Qualifications
Required Experience:
Senior IC
Key Skills
- Children Activity
- Access Control
- Human Resources Administration
- Government
- Actuary
- Hydraulics
About Company
Why should you join Diebold Nixdorf? Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure c ... View more
