Terminal Service Support Engineer-Huawei Technologies

HWZP

Job location:
Düsseldorf

Main Responsibilities:

• Responsible for implementing a proper service solution for the device product launched in local market, in line with the service strategy of local Service Department.
•  Support new project introduction (NPI) project by co-operating with the other team members / technical support department of HQ of Huawei, and by working with local project team. It includes training, product documents update, etc.
•  Monitor the service supplier’s performance of Hotline, Email, and Social Media including the analysis and improvement of the service quality against KPIs set by Service Department.
•  Assess and improve the product quality (including return and repair process / product failure rate, etc) for in-life product by working with customer’s technical team, call centres and Huawei Authorised Service Centres (ASC). Responsible for the issue management against SLA agreed with the customers in the relevant contracts.
•  2nd line technical support to customer technical team / service partner; response for urgent issues management and escalation (including daily communication with HQ, by using iCare and relevant IT systems of the company).
•  Local rework project management and support by working with 3rd parties.
•  Internal support for website (service) documentation update, forum (social network) issue collection/distribution and feedback to PR Company
•  Investigate and analyze the industrial electronic FMCG service principle (repair, service sales, etc); establish and optimize device service process, which shall extend to telecommunication operator, dealer (B2B) and consumer (B2B2C).
  

Requirements:

• Bachelor or master Degree (or equal level of the educational background) in engineering or Telecommunications
•  1 or more years experience in technical support area for device (mobile phone industry is preferred) product; the graduated students who has got the capacity and would like to take the challenge and grow with the company could also be reviewed.
•  Comprehensive understanding of after sales support, issue management (by using ticket management system), multi-level customer support process, return and repair process.
•  Good experience in service project management, technical support, customer training.
•  Solid knowledge/understanding of E-commerce process.
•  Good oral and written communication, interpersonal skills and fluent in English (Mandarin would be a plus).
•  Proficient in the use of Microsoft Office Suite.
•  Outstanding relationship management skills with external and internal interface.
•  Outstanding technical support skill for device product.
•  Sound project management skills.
•  Sound 3rd party / partner management skills.
•  Cooperative working attitude – team spirit/interpersonal skills.
•  Eligible to work in Germany (no sponsorships provided at this time)
  

What we offer:
We offer you a professional career in the one of the leading multinational telecommunication company, challenging work and competitive salary package. Also you can get a lot of chance to join training to improve yourself.

Contact info:
Please send your detailed Resume/CV in English via E-Mail to stine.diekmann@huawei.com indicating the position you apply for, your motivation to join and your earliest start date.