Solution Expert (Level 3)

Provides technical support to DN Services, Service Partners and Customers, based on expert knowledge of DN-serviced products and solutions. 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.

Required Qualifications

• Diploma or equivalent work experience required.
• Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Service Support.
• Good business English skills (Written and spoken).
• Provides technical Support for an assigned technician group, customers or small set of products / services.
• Identifies and troubleshoots complex technical 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).
• Works on assigned cases and task queues by following the proper case management protocols, prioritizing urgent requests, updating and escalating cases in alignment with supervisor.
• 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.
• Provides technical trainings, on-site-support and manages product-related technical escalations.
• Supports the integration of product- and solution specific information ( For Example, service bulletins, FCO, Train-the-Trainer input) into standard services practices.
• Supports localization of services-relevant content.
• Regularly supports improvement projects.

Skills Required

Training, Supervisor, Mechanical, Problem Management, Solution Expert, Management, Operations, Technical Support, Performance Improvement