Solution Expert - Product Support

Solution Expert - Product Support

Diebold Nixdorf
4-6 years
Not Specified

Job Description


Job Description
Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.
Position Overview
The role provide support to Diebold Nixdorf Service Operations and local service Partners in the Region/Area in dealing with technical problems of Diebold Nixdorf and third party products in close cooperation with Field Processes and Tools - Product Support. Is the first contact point of the senior field service engineer in case of Hard-or Software problems
You are responsible for
  • Creating, reviewing and improving technical documentation and problem reports.
  • Assisting in customer project piloting for moderately complex products; Assuming responsibility for complex tasks relating to the management and further development of the group's internal processes.
  • Supporting a medium/large-d product range, not just in terms of the number of products but also in terms of their complexity and similarities to other supported products.
  • Processing support inquiries from local partners and local Service Operations. This includes activities such as: Analysis of empirical errors / Evaluation of trace and log files / On-site system repair in escalation cases
  • Monitoring (complex) product benchmarks (e.g. failure frequency). Generating corresponding evaluations and statistics and forwarding them to the appropriate party for resolution (Field Processes and Tools - Product Support, Professional Services, etc.); Manage all technical aspects for assigned products from introduction to the local market till end of service.
  • Assuming responsibility for complex tasks relating to the management and further development of the group's internal processes.
  • Observe technical or process problems at all times. Consolidate information from observation on service Area level.
  • Proactively inform Manager about potential problems and offer improvement suggestion, if possible.
  • Always share (new) knowledge to colleagues. Frequently use the corporate knowledge base to find solutions and provide input for it. Encourage others to use it too; Planning and implementation of complex training courses for the local Service Operations on local specifics regarding products and processes (no generic product trainings).
  • Employees are rotated occasionally within the corresponding work environment to refresh their knowledge of new and current processes and incorporate this knowledge into their own activities (e.g. Service Desk, Field Service, etc.).

Qualifications
  • Strong service orientation and good understanding of products + process (and their interdependencies).
  • Willingness to work on 24/7 shift, based on customer requirements.
  • Critical thinking and evaluation to manage open cases end to end with various stakeholders.
  • Extended strength in communication and teamwork.
  • Customer oriented
  • Technical university/bachelor's degree in a business or technical discipline. In individual cases it is possible to assign the function to an employee, if the essential professional knowledge is acquired by work experience.
  • At least 4 to 6 years working experiences in technical functions.
  • Good knowledge of and experience in using the relevant tools and procedures.
  • Good Understanding of the related customer processes and work environment.
  • Good spoken and written English; other languages an advantage.
  • Basic ITIL skills

Preferred Qualifications
Nil

Job Details

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Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability. -Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. ** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**

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