Service Digital Technical Support

Your responsibilities

• Is responsible to ensure service availability and service performance for cloud-based (IoT) applications according to SLA.
• Manage day-to-day execution of cloud service operation delivery, escalation, and relationship management.
• Define support processes, set directions in the areas of service introduction and end user support in collaboration with local service units and the global R&D team.
• Define, optimize, and review Incident Management, Problem Management, Service Requests, and all processes related to domain service delivery and operation.
• Support more complex technical support cases and prepare all documents and customer reports to be acknowledged by the customer representative.
• Identify technical problems and analyze them through communication with customers and remote connections to assets (when applicable) for a large range of services and products in which they are certified to perform. Support the sales team with technical expertise in case of challenging technical enquiries from customers.
• Has a clear understanding of sense of urgency and care in the direct area of responsibility and knows how to communicate this to customers.
• Coach technical support engineers.
  

Your background

• Bachelor’s degree in an Engineering discipline, preferably Electrical or Software Engineering
• 12 years of experience in a similar position, preferably in a global, large organization with matrix structure
• At least five years of experience in product support with digital applications, preferably in Service area
• Experience in coordinating and supervising internal and external teams with strong stakeholder management skills
• Experience in establishing and maintaining cloud operations & maintenance including continuous improvement
• Knowledge and practical experience with tools like ServiceNow and Azure DevOps will be preferred
• Fluent English