Senior Field Service Support Specialist

Senior Field Service Support Specialist

Miejsce pracy: Warszawa

Your responsibilities

Person in this role provides technical support to DN Services, Service Partners and Customers, based on expert knowledge of DN-serviced products and solutions, acts as a 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.

Our requirements

- Diploma or equivalent work experience required.
- Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Service Support.
- Excellent communication skills with the ability to explain complex technical topics to non-experts.
- Demonstrated ability to troubleshoot complex, multi-layered technical problems.
- Fluent Polish and good business English skills (Written and spoken).

What we offer

- Full-time employment contract.
- Employee Assistance Program – a wide range of services, advice on mental health, family, financial and legal issues, career management, retirement planning, etc.
- Training program from day one.
- Access to the newest technologies.
- Opportunities for development (career paths, internal recruitment, training, participation in additional projects).
- An atmosphere of support and cooperation in our teams.
- Life insurance.
- Private medical care.
- Multisport card.
- 26 days of vacation regardless of seniority.
- Access to a training platform - approx. 8,000 training courses (including certified training)
- Employee referral program.

Benefits

- sharing the costs of sports activities
- private medical care
- life insurance
- employee referral program

Diebold Nixdorf

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.