Global Support Engineer Job in Giesecke & Devrient

Designation : Engineer - Global Support Roles and Responsibilites :Global Product Support (Level 3) is entrusted with the following tasks in their function: Main Tasks:

• Monitoring and acceptance of allocated Service Requests (Cases), functionally escalated from L2 Support
• Creation of service requests in the ticketing system for requests from Regions, who do not use the G+D ticketing system
• Analyze service requests considering the SLAs and the priority
• Monitoring OLA times
• Extended Remote Support using Visual Support, Remote Access Services (RAS) or email / phone
• Solving issues, which could not be resolved at Regional Tech Support (Level 2) while respecting the SLAs
• Communication of status and solutions for service requests in the ticketing tool
• Documentation of problem-related solutions with the help of knowledge articles, error tree updates, etc.
• Routing (functional escalating) service requests, that cannot be resolved in L2 Support, to further processing organizational units, taking into account the applicable OLA's
• Interface management towards Level 4 with internal (Quality Management, R&D, Adaptation,) and external support partners even outside the G+D ticketing system
• Initiation of hierarchical escalations if necessary
• Demanding know-how transfer from Training and L4 Support to constantly improve the skill level
• Providing know-how via (online) training, newly created knowledge articles, documentation reviews etc.
• Further development of processes as part of the continuous improvement process in order to increase customer satisfaction and optimize service provision
• Data exchange folders (ID Gard boxes) creation and maintenance of
• Contribution to continuous service improvement towards a global, efficient and transparent structure to increase effectiveness and efficiency
• Deriving continuous product improvement

Special Tasks:

• Processing technical spare parts clarifications
• Providing onsite support to customers on special request where highest service skills are needed to solve service requests
• Contribution to continuous service improvement towards a global, efficient and transparent structure to increase effectiveness and efficiency
• Identification of new business opportunities
• Deriving continuous product improvement

Requirements:

• Degree/diploma in engineering with many years professional experience in technical service in various support levels
• Strong service mentality and the ability to successfully carry out systematic problem analyzes even under pressure
• Taking over responsibility, handling customer and colleagues with respect
• Communication : Fluent in spoken and written English and Hindi
• Strong Analytic skills
• Good Knowledge of MS Office : Excel, Word, Power point
• Knowing Power BI will be an added advantage
• Minimum experience of 7 years in handling customer support