Team Leader Helpdesk - Bochum, Germany

I am looking for a Helpdesk Team Leader for the market leader in Automated dispense systems, IV robotics and analytics software. The Machines that the right candidate would get to work with are already successfully installed and helping people more than 4000 places around EU and they are growing fast in Germany creating a lot of opportunities for young ambitious new employees.

Are you looking to start your future as a Helpdesk Team Leader then you probably like to:

• 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 the 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 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 continuous improvement of our products for a better stability and serviceability to minimize System downtime 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

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If all of this sounded easy and exciting then you probably have:

• A customer and Solution-focused mentality
• 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 in 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