Global Support Engineer - L3

Purpose of this position

The Support Expert (3rd Level Support – SW/HW) supports requests from Tech Expert (2nd Level Support) in solving technical queries for the respective products. He/she processes routed, functionally escalated customer inquiries and provide solutions. The Support Experts are the focal points to involve further Organizations providing L4 Support (e.g., Quality Management, R&D, TPMs, external suppliers etc.).

Knowledge Transfer into Service and through different service levels is at all times ensured. Continuous improvement in quality and efficiency is his/her day-to-day charter.

The Support Expert (3rd Level Support – SW/HW) impacts in these main areas:

• Effective and customer-oriented expert support concerning complex issues for the focused products

• Monitoring and acceptance of allocated Cases routed from L2 to L3 Support,, fulfilling internal OLAs and customer SLAs to drive customer satisfaction

• Detailing of customer requests forwarded from L2 Support and identification of the most effective solutions for customer’s problems in MS Dynamics Tool

• Detailed problem analysis, remote identification of a solution (via phone, e-mail, remote or visual support) and documentation in the Field Service and Support Management System (TopDesk / Dynamics)

• Regular communication of status and solutions for requests via the Field Service and Support Management System

• If required, provision of on-site support (troubleshooting, complex solutions, answering very complex technical customer questions) to solve very complex problems

• Documentation of problem-related solutions with the help of knowledge articles, error tree updates, etc.

• Providing know-how via (online) trainings, knowledge articles, documentation reviews etc.

• Identification and categorization of customer inquiries that require further support and forward them to the respective specialist (Level 4 in R&D, Integration, Quality) in case of product change requests, upgrades, quality matters, etc.

• Central point of contact to involve further non-service experts (Level 4) like Quality, R&D, OEMs and management of interaction and sparring with those

• Contribution to continuous product improvements by raising quality notifications or change requests

• Constant optimization of end-to-end support workflows, governance and tools through consolidation of customer feedback and initiation of corresponding action

• Driving escalations to resolution

The Support Expert (3rd Level Support - GDM) closely cooperating with

• Global: Training, Knowledge & Technical Communication, R&D, Product Quality

• Regions: Tech Expert (2nd Level Support) Requirements: Personality / Skills / Professional

Qualification & Experience

• Engineering degree in Computer/IT/Electronics/Electrical with many years professional experience in technical service in various support levels

• Minimum 5-6 Years experience in SW support is required

• Demonstrated skills in operating systems (MS platform – (SERVER200x, CITRIX) and skills in database systems (MS SQL 200x, Oracle).

• Working knowledge of used programming languages (e.g. JAVA, .NET) and have excellent ability to communicate and work effectively with other team members in a multicultural and international environment.

• Working Knowledge of Networking

• 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

• Fluent in spoken and written English

• The ability to make recommendations for continuous quality improvements in all areas of accountability.

• Flexibility to work long hours as necessary and able to handle high pressure in a professional manner