Quality Specialist

Job Overview

As a Quality Management and Continuous Improvement Specialist ...

You 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.

Key Responsibilities

• 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.

• 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.)

• Experience in data analytic, Microsoft applications (Excel, Word and Powerpoint skills)

• Good presentations skills