Provides technical support to DN Services, Service Partners and Customers, based on expert knowledge of DN-serviced products and solutions. Starting point for structured problem management in the DN Incident & Problem Management process. Identifies, analyzes, addresses and resolves technical problems. Supports technical escalations as a well as improvement initiatives. Adopts and provides technical product trainings and ensures communication and feedback of service-relevant information to / from country services units. Develops, implements, maintains and advises on service processes and standard operational procedures. Initiates, manages or supports customer, fleet and product performance improvement projects and initiatives.
Provides expert technical Support for an assigned technician group, customers or set of products / services.
Troubleshoots complex & multi-layered problems ( For Example,related to mechanical, mechatronic, electronic, SW configuration and integrational issues) - also in co-operation with other DN Support functions ( For Example,M&S, SW PS).
Manages assigned cases and task queues and supports the development of case management protocols.
Escalates cases in accordance with case management protocols.
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.
Analyzes product and service benchmarks (that is, failure rates, repeat calls, time-to-repair, parts usage, etc).
to pro-actively address quality issues.
Regularly provides technical trainings, service-specific trainings as well as on-site-support and manages product-related technical escalations.
Integrates the latest product- and solution specific information ( For Example,service bulletins, FCO, Train-the-Trainer input, technical newsletters, Updates & Hotfixes, �) into standard field services practices.
Contributes to knowledge management systems in cooperation with product / solution support specialists.
Regularly supports or manages improvement projects and initiatives.
Required Qualifications
Diploma or equivalent work experience required.
Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Service Support.
Good business English skills (Written and spoken).
Why should you join Diebold Nixdorf?
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, gender identity, 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**
We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found here - https://www.dieboldnixdorf.com/en-us/about-us/global-locations