Job
In dieser Rolle bearbeitest du komplexe technische Anfragen, unterstützt die Kundenhotline und trainierst Level 1-Spezialisten, während du ständig an der Verbesserung der Prozesse und der Kundenbindung arbeitest.
Job-Zusammenfassung
Deine Rolle im Team
- As part of our Global Customer Services (GCS) department, the Technical Service Desk Level 2 (L2) is in charge of:
- Support of complex Technical Inquiries received from Level 1 (L1), Contract & Service Partners, Field Services, 2nd level of the other countries in GCS.
- Provide technical support on the hotline for the customers outside the core working hours.
- Provide support to Level 1 specialists within the hotline for daily business.
- Interface to GCS areas such as Quality; Development; Tech- Doc; Center of Excellence (COE); Center of Practice (COP) and related teams.
- Ensure compliance and improvement with required scope SLAs, KPIs, OLAs, KDGs.
- Contribute to continuous improvement of internal processes and documents for Technical Support.
- Own the availability and performance of customer remote connection capabilities, ensuring that all remote connectivity gaps are identified, addressed, and closed to enable seamless remote support.
- Ensure hotline coverage during assigned shifts in accordance with the duty roster established by the Team Lead.
- Participate in early, late, weekend, holiday, and on-call support rotations as required.
- Independently manage and resolve incidents, service requests, and technical issues from assigned work queues, adhering to established priorities and service commitments.
- Provide technical support, relevant training and consultation to customers, partners, and internal stakeholders.
- Actively communicate with customers, business partners, and cross-functional teams to drive issue resolution and customer satisfaction.
- Collaborate with stakeholders across functions, including Sales, Quality, R&D, Regulatory, and Service Operations, on projects and continuous improvement initiatives.
- Investigate and process technical requests from customers, partners, and internal teams.
- Create, document, and escalate technical issues to COP and R&D teams as appropriate.
- Maintain compliance with operational processes, procedures, and direction provided by the Team Lead.
- Contribute to increasing the L2 resolution rate through effective troubleshooting, root cause analysis, and knowledge sharing.
- Support L1 teams in day-to-day operations, issue resolution, and technical development through coaching, mentoring, and knowledge transfer activities.
- Drive shift-left initiatives by transferring appropriate L2 activities and knowledge to L1 support teams.
- Foster the professional development of L1 and L2 colleagues and contribute to special projects and strategic initiatives.
- Ensure adherence to internal Operational Level Agreements (OLAs) and external Service Level Agreements (SLAs).
- Provide feedback and support the implementation of new tools, technologies, and processes to improve operational efficiency and customer experience.
- Meet established deadlines and performance expectations for customer-to-customer (C2C) and operational deliverables.
- Ensure the availability, reliability, and effectiveness of remote customer connectivity solutions.
- Proactively identify, manage, and drive the closure of remote access gaps to maximize remote support capabilities and reduce the need for onsite intervention.
- Contribute to continuous improvement initiatives focused on service quality, operational excellence, and customer satisfaction.
Unsere Erwartungen an dich
Ausbildung
- Technical degree, vocational qualification, or equivalent relevant experience.
Qualifikationen
- Strong customer communication and stakeholder management skills.
- Innovative and open-minded approach to problem solving and process improvement.
- Interest in Lean, Agile, and continuous improvement methodologies.
- Strong understanding of Service Desk and IT Service Management processes.
- Ability to troubleshoot complex technical issues in a structured and customer-focused manner.
- Understanding of customer expectations and service excellence principles for both internal and external stakeholders.
- Excellent teamwork, collaboration, and communication skills.
- Ability to build effective working relationships across international and cross-functional teams.
- Strong analytical and problem-solving capabilities.
- Proficiency in the local language and, preferred, English; additional European languages are advantageous.
- Commitment to upholding and promoting BD Values and The BD Way.
- Ability to work independently, prioritize effectively, and perform in a fast-paced support environment.
Erfahrung
- Experience in technical customer support, service desk, field service, or a related customer-facing environment.
Unser Angebot
- Less than 25% travel required.
Benefits
Work-Life-Integration
Essen & Trinken
Gesundheit, Fitness & Fun
Mehr Netto
Job-Standorte
Das ist dein Arbeitgeber
BD ist eines der weltweit führenden Medizintechnologie-Unternehmen, das medizinische Einmalartikel, Gerätesysteme und Reagenzien produziert und vertreibt. Mit dem Ziel, die Gesundheitsversorgung von Menschen in aller Welt zu verbessern, leistet BD Großes!
- 1961
- Englisch
- Etablierte Firma
- Onsite, Hybrid, Full Remote
- Gesundheitswesen, Soziales
Arbeitgeber-Reviews
3,4Gesamt(3 Bewertungen)
- Teamkultur
- 3,6
- Arbeitsbedingungen
- 3,7
- Engineering
- 3,3
- Karriere
- 3,3
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