Essential Responsibilities:

Partner with other RSCA within Europe, America and China to manage the RS case backlog. Act as the single point of contact to the customer for timely and satisfactory resolution of a wide variety of issues/queriesFollow up the issues/queries with the different departments until final resolution/answer and customer satisfactionWork very closely and globally with the Remote Service team, Field Service and all other involved/required teams to ensure best and timely manner resolution and/or follow/coordinate established escalation paths to support appropriatelyBuild strong relationship with the different internal teams and the customersPro-actively and reactive communication to customers on progress, next steps, changes, requirements…Ensure proper and clear documentation of all communications from and to customers also all relevant details for the customers and their issues/queries.Effectively handle queries from the global customers and be knowledgeable of and sensitive to business, social and cultural issues significant to the customersMonitor and report metrics and progress.Proactively communicate to leadership where additional support is needed to obtain faster and better resolutions for customers

Qualifications/Requirements:

Student working towards Bachelor’s degree in Engineering with experience in a technical supporting role or equivalent work experienceStrong skills in Word, Excel, Powerpoint and adept at learning new software tools.Strong oral and written communication skills (English and German required). Additional languages of French or Spanish are helpful.Strong interpersonal skills, team oriented with willingness to work remotely in a global team.

Desired Characteristics:

Strong Work EthicExperience analyzing technical issuesExperience interfacing with internal and external customersExperience making quick decisions to adapt to any situationFast learner with energy and enthusiasm for customer supportQuality awareness and experience identifying future failures, defects, and problemsStructured work methods and analytical skillsExperience managing multiple tasks in parallelExperience following standard processesExperience adapting quickly to change and working successfully in an evolving and culturally diverse environment

Work Hours:

This job could be a full-time (up to 40 hours) or part-time job.Working hours should be within the standard working hours of 8am-5pm Berlin, Germany  (UTC +1).Willingness and ability to work a flexible schedule.