Job role: Field Service Engineer
Work Location: Viersen, Germany
Languages: German and English
Overall experience: 7+ Years
Relevant experience: 4+ Years
Mandatory skill required:
•Participate in EUC Field Service transition activies
•Assist and be part of Knowledge gatherting and documentation from External Customers and/or Incumbents
•Analysis of Service provision and resourcing based on SLA's, Assets, Call Volumes, Site criticality and customer requirements.
•Due Diligence with customer prior to RFP & BAFO submissions.
•Attend Customer agreed locations to collect all customer processes relating to current delivery of Services around EUC & Field Services.
•Create Process Document of current service for the customer and Partner.
•Work closely with our Third Party Partner
•Understanding of Desk side Support duties and process
•Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.
•Active management and coordiantion of workload in the region
•Review of open and assigned tickets as directed by the tower lead
•Assist delivery lead in revewing and verifying vendor invoices of hardware assets
•Strong understanding and skills in SLA, KPI Management
•Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements - Desktops, Laptops, Printers, Handhelds, Smartphone etc.
•Good understanding of skills in Microsoft Windows & MAC desktop operating systems and business productivity applications ie Office. Again this is to enable understanding of process and requirements when assessing and collecting process requirements and relaying them.
•Effective communication in English mandatory, any local languages or one of European Language is favorable.
Good to have skills:
•Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
•Knowledge of in outsourcing and managed services
•Highly proactive solution driven approach
•Expert in escalation management
•Strong Interpersonal skills and customer Relationship skills
•Problem solving and root cause analysis
•Networking and building relationships (internal and external)
• Required level of additional language – German and English