Omnicell, Inc. Teamleader Helpdesk Level 1 in Bochum, Germany

Teamleader Helpdesk Level 1

Description

Team Leader Helpdesk

Essential Functions:

  • The Team leader Helpdesk Level 1 CEE lead, train and coach a team of 8 - 10 Helpdesk agents for the region CEE.

  • The Team leader Helpdesk Level 1 CEE is main point of contact for our Customers

  • The Team leader Helpdesk Level 1 CEE investigate and solve Customer complaints

  • The Team leader Helpdesk Level 1 CEE acts under minimal supervision.

  • The Team leader Helpdesk Level 1 CEE set up a functional and proactive Maintenance, Upgrade and Service plan, cooperate with the Team leader Field Service CEE to ensure efficient scheduling of resources to fulfill the needs of our Customers on the complete portfolio of all serviceable Omnicell products.

  • The Team leader Helpdesk work with the Team leader Field Service CEE and Team leader Helpdesk Level 2 to ensure that the Helpdesk Level 1 CEE Team provides full information about the customer, problems and also potential solutions prior to the field visit to minimize recurring Visits.

  • The Team leader Helpdesk Level 1 CEE will partner with Helpdesk Level 2, engineering and production on continuously improvement of our products for a better stability and serviceability to minimize System down time based on the field input.

  • The Team leader Helpdesk Level 1 CEE will attend regular meetings with engineering, production, Quality, Helpdesk Level 2 & 3, Sales and the Field Service Team to ensure an effective and productive communication between all parties.

  • The Team leader Helpdesk Level 1 CEE is responsible for improvement and execution of the Service License Agreements.

  • The Team leader Helpdesk Level 1 CEE will work together with Quality and the Senior Manager Service and Operations on the creation of documentation, training programs and the implementation and Improvement of Service related KPIs.

  • The Team leader Helpdesk Level 1 CEE will provide data and input about Field related issues and possible Improvements on a frequent base to the Senior Manager Service and Operations.

  • The Team leader Helpdesk Level 1 CEE need to understand the products and actively work with the Helpdesk Level 1 Team.He acts as a positive example for the Helpdesk Level 1 and support active our Customers on the phone up to 80%.

Required Knowledge and Skills:

  • Customer and Solution focused Individual

  • International customer support experience

  • Experience in leading and developing a Helpdesk team

  • Experience in complaints handling

  • Hands on mentality

  • General knowledge in the area of electric, mechanic, network and software

  • Good computer knowledge (Win, MS Office) and CRM knowledge

  • Fluent German, good English (Verbal, written and understanding)

  • Willing to work actively in the helpdesk also on a rotating on call schedule after hours, weekends and National Holidays

  • German driver license beneficial

Location

Close to Bochum Office

Work conditions

100% Office

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Omnicell will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.