Repair Engineer - Service Support Specialist İş İlanı
İşveren Hakkında
QUALIFICATIONS AND JOB DESCRIPTION
Position Overview
We are currently looking for a Repair Engineer who provides technical support to DN Services, Service Partners and Customers, based on expert knowledge of DN-serviced products and solutions. Performs problem management in the DN Incident & Problem Management process. Identifies, analyzes, addresses and resolves technical problems and manages technical escalations. Develops, implements and delivers (via various channels) technical trainings and knowledge artifacts in regard to products, solutions as well as field service processes and standard operational procedures. Initiates, manages or supports customer, fleet and product performance improvement projects and initiatives.
Key Responsibilities
- Provides technical Support for an assigned technician group, customers or small set of products / services
- Identifies and troubleshoots complex technical problems (e.g. related to mechanical, mechatronic, electronic, SW configuration and integrational issues) - also in co-operation with other DN Support functions (e.g. M&S, SW PS).
- Works on assigned cases and task queues by following the proper case management protocols, prioritizing urgent requests, updating and escalating cases in alignment with supervisor.
- 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.
- Provides technical trainings, on-site-support and manages product-related technical escalations.
- Supports the integration of product- and solution specific information (e.g. service bulletins, FCO, Train-the-Trainer input) into standard services practices.
- Supports localization of services-relevant content.
- Regularly supports improvement projects.
Required Qualifications
BA/BS degree in Electronics, Mechanics, Mecatronics and 2-4 years' relevant experience OR equivalent combination of education and experience.
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