What will you be doing?
As Team Leader Technical Support you will manage and oversee the Technical Support team, consisting of five technical experts (appr. 30% of your time). In addition you are performing 2nd level support, customer support and training (appr. 70% of your time) as part of the team. You are responsible to ensure high standard of service and continuously improve the quality of education programs and 2nd level support.
In our three-tiered support structure the Technical Support Team is part of the Customer Care Team International. The Customer Care Team provides 2nd Level support to the organization and handles complex technical issues, either via phone or in the hospitals, which cannot be solved by the field personnel. Furthermore training and employees as well as remote assistance are key services provided by the Customer Care Team. The Technical Team focuses on hardware, software and network related topics of all product lines. As part of the team you are coordinating but also performing all tasks listed below:
- Provide 2nd level support to field personnel
- Perform on-site service as escalation level for critical or difficult field issues
- Perform root cause definition and troubleshooting
- Design, develop, provide and review training courses including training strategy, content, material and if applicable exams
- Ensure continuous communication with the field personnel
- Deliver professional hotline service (internal and external)
- Provide technical expertise for creation of service documentation to Product Support
- Collect, evaluate and forward product feedback from customers and field personnel to Product Support
- Product responsibility: mobile and non-mobile navigation systems, planning hardware, integrated OR specific products, Digital Lightbox, server hard- and software, and any other network related topic
What do you need?
You should have a technical university degree and or any equivalent qualification and already 5 years of working experience in the area of computer hardware and networks. Besides a high comfort level with software and technology, training experience is essential. Ideally you already demonstrated team management skills. Additionally we expect for this demanding role professional and customer-oriented appearance. Willingness to travel, fluent German and English, excellent team collaboration skills as well as the ability to manage tasks independently is a pre-requisite.
Ready to apply?
We offer you a professional and performance oriented business environment and an international team as a base to consequently realize your ideas. By a distinguished training, efficient education and the regular exchange of experience with colleagues from different departments you will be demanded and promoted, both professionally and personally.
We are looking forward to receive your complete application (including your CV, references, your salary expectations as well as your possible start date) at: |
