About the job

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

As part of our Technical Services Department for medical devices, the Technical Remote Support Engineer (L2) is in charge of:

• Support of complex Customer Technical Inquiries received from Level 1 Remote Support, Contract & Service Partners, Field Services for various groups of medical devices.
• Provide technical support on the hotline for the customers outside the core working hours
• Provide support to Level 1 specialists for daily business by analysing tickets raised by L1 agents
• Cooperate with Technical Services Level 3 Teams such as Quality; Development; Experts Groups and related departments
• Ensure compliance and improvement of the scope’s business metrics
• Contribute to continuous improvement of internal processes and documents for Technical Services

Responsibilities

• Ensuring coverage of the hotline in specified times according to the schedule created by the team lead. 
• Early and late duty in specified times incl. weekends and holidays, as well as on-call duties
• Independent takeover and processing of tasks from the queues that belong to the work area in compliance with the priorities
• Support the remote team. 
• Support with rolling out software products. 
• Support with commissioning in the digital area (remote)
• Active communication with partners and customers 
• Participation in projects with stakeholders such as Sales, Quality etc. 
• Processing of internal requests in technical matters 
• Processing of requests in technical matters of the partners
• Create / prepare tickets for Product SMEs(Level 3)/R&D
• Compliance with the requirements from the Team Lead 
• Achieve and contribute to the increase of the solution rate L2
• Support of L1 remote support in day-to-day business and in case of problems and thus continuous training of the team to increase their skills and handover of L2 topics (shift/left).
• Expand knowledge through continuous training to keep up to date on new changes or product launches
• Contribute to empowering teammates in the L1 and the L2 to develop further and take on special projects.
• Adhere to internal/external business metrics

• Utilize and provide constructive feedback on implementation of new tools and systems
• Meeting deadlines for mandatory trainings
• Lean thinking
• Specialization in various product areas 
• May perform other duties as required

Minimum Qualifications

• Technical/Mechanical engineering education or similar relevant qualification
• Knowledge of customer communication 
• Qualifications in customer service or customer-facing organizations.
• Understanding of medical device business and handling of medical devices
• Innovative, open minded understanding of relevant topics.
• Interest in Lean and Agile methodologies.
• Understanding of Service Desk processes
• Understanding of the expectations of our external and internal partners
• Very good teamwork and communication skills 
• International networking with all service desk colleagues
• Mastery and promotion of the company values.

Languages

Proficiency in German and English technical language. Other European languages are considered a plus.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.