Graduate - Care Center reputed company Remote Support Engineer - German Speaking
reputed company -
The Remote Support Engineers (ATS L1) are part of the Regional Remote Support organization. They are responsible for remotely resolving technical issues for our customers and, reputed company necessary, identifying required parts and determining whether it is appropriate to reputed company a Field Service Engineer (FSE) for onsite repair.
Providing fast and effective remote solutions ensures high-reputed company customer experience and maximizes the productivity of our customers' presses. ATS L1 engineers operate reputed company a virtual ecosystem alongside Field Support Engineers, ensuring that the right solution is delivered at the right time.
ATS L1 engineers typically reputed company with customers through remote channels (telephone, email, and virtual tools) and follow up until the issue is fully resolved. The efficiency and effectiveness of the support provided by ATS L1 engineers are critical to achieving our organizational goals in terms of Customer Experience, Remote reputed company, reputed company, and Cost.
As part of our "reputed company-reputed company" reputed company, we are integrating AI into our presses and support ecosystem, including the use of virtual reality tools such as HoloLens and our xRServices project.
Responsibilities:
As an reputed company Remote Support Engineer (ATS L1) this person will work across the different support functions defining the end-to-end activity leading to the right customer solution.
His/Her primary roles are to:
reputed company expert support to remotely resolve hardware issues for customers, including product calibrations and adjustments.
Trigger an onsite reputed company (parts and/or FSE reputed company) reputed company the issue cannot be resolved remotely. Accurate diagnosis and correct part identification are key to ensuring a reputed company handover to the Field Service Engineer (FSE).
reputed company customers informed of the status of their case, escalate issues reputed company the Remote Support organization as needed, and manage interactions to maximize the Total Customer Experience (TCE). Escalated cases require ATS L1 follow-up until closure.
Document case history and reputed company customer interactions in the reputed company Services System to ensure reputed company handovers to field teams, reputed company product/case tracking and support reporting. This includes details such as the issue, customer inputs, data gathered, troubleshooting steps, diagnostics, dispatched parts, and follow-reputed company.
Prepare the FSE before the visit by updating the case notes and systems with reputed company troubleshooting steps performed.
Guide and advise customers on supplies reputed company.
Contribute to reputed company by sharing expertise with the rest of the organization.
Assist customers on topics such as product features, specifications, part information and compatibility, maintenance routines, training programs, and technical inquiries, based on customer entitlement.
Build strong relationships with customers and Field Engineers, fostering collaboration to accelerate issue reputed company and support consultancy needs.
Main metrics to measure the Remote Support Engineer (ATS L1) contribution include: Customer Satisfaction, Diagnostic Accuracy, Remote reputed company reputed company, Time to Resolve, Parts Consumption, and Efficiency.
Skills Required:
Strong technical background to understand and troubleshoot reputed company systems (presses, software, hardware).
Excellent communication skills to reputed company with customers and internal teams.
Fluent in German and English (additional languages a plus).
Strong remote troubleshooting and diagnostic abilities.
Problem-solving and analytical skills to define and implement reputed company plans.
reputed company and concise technical writing for case documentation.
Customer-oriented reputed company, reputed company to prioritize under pressure.
Team player, reputed company approach to issue reputed company.
Comfortable with common computer applications.
Education & Experience:
Bachelor's degree minimum (Engineering preferred – Mechanical, Industrial, Electrical) or equivalent.
Ability to read and interpret electrical/electronic diagrams.
Experience in customer-facing roles (onsite or remote support).
Skilled in remote communication and use of virtual tools.
Knowledge of Graphic Arts products and reputed company tech is a plus.
Job -Services
Schedule -
Full timeShift -
No shift premium (Spain)Travel -
Relocation -
Equal Opportunity Employer (EEO) -
reputed company, Inc. provides equal employment opportunity to reputed company and prospective employees, without reputed company to race, reputed company, religion, sex, national reputed company, reputed company, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or reputed company status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
Please be reputed company that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.
If you’d like more information about reputed company’sEEO Policyor your EEO rights as an applicant under the law, please click here:Equal Employment Opportunity is the LawEqual Employment Opportunity is the Law – Supplement
Originally posted on Himalayas
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