Technical Support Engineer- German Speaker

Job Description

Technical Support Engineer - German speaker

The Role

Working as part of the Helpdesk team you are responsible for successfully delivering operational and technical support to our Customers. In-depth technical knowledge and experience and a proactive drive to gather the right details is required to provide our Customers with the best possible service. You are highly interested in our Omnicell products and Services and you know how they are used by our Customers. You have a passion for Customer service and quality, determined to deliver second-to-none technical support to our Customers.

Your main responsibilities involve using your technical experience, training and skills to resolve any incidents, requests or problems our Customers may experience while using our products. You take this a step further by understanding the underlying (root)cause of existing issues and research the fixes for new issues. This mindset emphasises a preventative and proactive approach, rather than being satisfied with fixing issues by restarts or other short-term workarounds.

Your choices and your way of working show professionalism, quality, knowledge, speed and friendliness in serving our Customers. We expect you to have excellent self-direction and time-management, able to deal with competing demands in a calm, rational and orderly way. You are keen to learn new technologies, and to work in different environments, this includes Customer site visits where appropriate.

You contribute to a good team spirit. The team spirit is characterized by openness, humour, passion and motivation. You show a great sense of responsibility and are able to observe and cover a colleague's work where needed. You have an entrepreneurial working method in your daily functioning, and regularly come up with practical improvement proposals for the functioning of the team and Helpdesk. As a team, we work towards acknowledged service delivery standards, in particular ITIL, so you will be part of a team that continually reflects on improving performance and Customer satisfaction.

Responsibilities

• Answer incoming telephone calls from German-speaking customers and log these cases in the CRM system.
• Respond to customer contacts such as email enquiries or portal requests.
• Ensure all cases include the minimum required data for investigation.
• Check the customer's service contract and assist the customer first while researching any uncertainties.
• Assign new cases to the appropriate resolver group and clearly notify the assignment.
• Manage your own incident cases professionally and within expected timelines.
• Handle customer escalations and major incidents effectively, ensuring regular communication and knowing when to escalate.
• Retain ownership of incident cases and chase resolver groups where necessary.
• Maintain regular customer contact and ensure service levels are met.
• Undertake remote troubleshooting of Omnicell-retailed equipment, Windows Server and other devices or infrastructure.
• Support Field Service Technicians with remote diagnostics and troubleshooting before escalation.
• Allocate incident cases to Field Service Technicians and provide ongoing support.
• Display initiative and gather pertinent information when assessing new issues.
• Maintain the asset register in the relevant tools.
• Participate in analysis of departmental performance and continuous improvement activities.
• Act as the first point of escalation for 1st Level colleagues, providing advice or formally escalating incidents.
• Observe and adhere to processes, procedures and work instructions used within the Helpdesk.
• Identify skills or training gaps at L1 and create knowledgebase material where necessary.
• Seek assistance from L3 or others when required due to complexity or elapsed time.
• Use CRM, telephone systems, mailboxes, internal systems and knowledge bases effectively.
• Support installation teams and customers with any other duties related to the role.
• You will be required to work certain bank holidays to align with German business hours.

Required Knowledge and Skills:

• Willing to start the day early: working hours: start at 7:30am to 3:30pm (37.5h/week)
• Fluent in German and English
• At least 2 years experience in Customer services/IT Helpdesk, providing software and troubleshooting support.
• Excellent Customer services skills.
• Verbal and written communications must be professional, clear, accurate and in a language our Customers can easily understand.
• Knowledge of ITIL is preferred.
• Ability to team with co-workers and engineering to rapidly resolve Customer issues through joint problem solving.
• Willingness to learn and progress is essential.
• Excellent organizational skills.
• Good general computer skills, particularly in Excel, Windows and Windows Server.
• Knowledge of VPN/Remote Support software.
• Working knowledge of computer hardware and networks is required.

About Us

Since 1992, Omnicell has been committed to transforming pharmacy care through outcomes-centric innovation designed to optimize clinical and business outcomes across all settings of care. We strive to be the healthcare provider's most trusted partner by our guiding promise of "Outcomes. Defined and Delivered."

Our comprehensive portfolio of robotics, smart devices, intelligent software, and expert services is helping healthcare facilities worldwide to improve business and clinical outcomes as they move closer to the industry vision of the Autonomous Pharmacy.

Our guiding principles inform everything we do:

• As Passionate Transformers, we find a better way to innovate relentlessly.
• Being Mission Driven, we consistently deliver on our promises.
• Our Entrepreneurial spirit makes the most of EVERY opportunity for innovation.
• Understanding that Relationships Matter creates synergies that yield the greatest benefits for all.
• Intellectually Curious, eager to think deeper to learn and improve.
• In Doing the Right Thing, we lead by example in ALL we do.

We are deeply committed to Environmental, Social, and Governance (ESG) initiatives. Our ESG efforts focus on creating an inclusive culture and a healthier world. This includes our Employee Impact Groups, which foster inclusion and belonging, as well as our learning and well-being programs that support personal and professional growth. We also prioritize sustainability in our operations, aiming to reduce our environmental footprint and promote responsible business practices. Join us in transforming the pharmacy care delivery model, making patient care safer and smarter for all.

About the Team

Omnicell is dedicated to fostering an inclusive workplace. We welcome applications from all individuals, valuing a wide range of perspectives and backgrounds. As an equal opportunity employer, we do not discriminate based on race, gender, religion, sexual orientation, gender identity, national origin, veteran status, or disability. We are committed to making our recruitment process accessible to everyone. We offer support and reasonable adjustments for individuals with disabilities during our hiring process. If you need assistance, please contact us at [email protected].

At Omnicell, respect for privacy and confidentiality is paramount. We adhere to strict policies to prevent discrimination or retaliation against those who engage in open conversations about compensation. However, employees privy to compensation information as part of their job role are expected to maintain confidentiality, except in specific circumstances outlined by law, such as during formal complaints, investigations, or as required by legal obligations.

Please note that Omnicell reserves the right to modify job roles and responsibilities as needed to meet our organization's evolving needs and drive our mission forward.