MasterControl
  • 08-Aug-2017 to 07-Oct-2017 (MST)
  • Technical Support (UK)
  • Basingstoke, HANTS, GBR
  • Full Time

MasterControl (www.MasterControl.com) is an international software solutions company that provides software solutions for regulated companies to comply with rigid quality standards. Our customers include medical device, pharmaceutical, and food companies that must conform to FDA regulations, as well as general manufacturing companies that require a high level of quality compliance, such as those found within ISO standards.  MasterControl products help companies get their products to market faster, while reducing overall costs and increasing internal efficiency.

SUMMARY: 

The Enterprise Support Engineer (ESE II) German Speaking provides in-depth, high-level technical support to MasterControl customers in both English and German languages. The ESE II maintains systems-level expertise and root cause-level troubleshooting while resolving advanced technical issues for customers. ESE II's work with fellow team members, service consultants, sales operations and other company resources to increase customer satisfaction and loyalty. ESE II's are responsible for special projects, and will maintain one or more team projects that track team analytics and team success. ESE II's will be subject matter experts (SME) in one or more subjects pertaining to the support of MasterControl Customers.

ESE IIs are responsible for the identification of software defects and the reporting of such to engineering while providing interim solutions and workarounds when necessary. This position works with other internal resources to ensure that issues are resolved in a timely fashion. ESE IIs follow technical support industry standard best practices, concepts, and procedures. A certain degree of creativity and latitude is required.

RESPONSIBILITIES:

  • Exceeding customer expecations by providing an individually tailored service experience.
  • Identify and resolve customer incidents via incoming calls, emails, etc.
  • Adhere to team processes, alignment with team objectives and goals.
  • Provide customers with knowledge regarding software functionality and best practices.
  • Identify and reproduce software defects for submission to development.
  • Able to generate and represent statistical reports.
  • Provide Customers with root cause analysis and in depth troubleshooting.
  • Meet and exceed Service Level Agreements through effective incident management.
  • Provide technical support for German and English speaking customers
  • Performs software implementation, installation and upgrades to MasterControl customers.
  • Updates and maintains reports for customers and key internal contacts.
  • Provides backup support to other ESE team members.
  • Works directly with escalation engineers to assure resolution of critical customer issues.
  • Provide and participate in technical training and knowledge transfer for new or complex products.
  • As directed, performs special projects.
  • Some travel may be required.
  • Contribute to overall content and quality of knowledge base utilizing Knowledge Centered Support principle's
  • Other duties as assigned.

 

KNOWLEDGE, SKILLS, AND ABILITIES:

  • Proficient in both English and German languages, both written and verbal
  • Proficient networking experience (LAN, WAN etc.)
  • Proficient understanding of PC and server architecture and inter-connectivity
  • Programming experience / knowledge (Java Script, HTML) helpful
  • Demonstrated history of MS SQL experience / knowledge required.
  • LDAP & Active Directory experience / knowledge desirable
  • Oracle experience / knowledge desirable.
  • Superior Trouble shooting skills.
  • Previous life science, highly regulated, or compliance experience preferred.
  • Demonstrated history of strong customer service skills.
  • Excellent customer relationship and advocacy skills.
  • Experience with Enterprise networks (servers, topology, connectivity etc.).
  • Understanding of VMWare environments. Strong experience desirable.
  • Attention to detail.
  • Professional writing skills in both English and German languages.
  • ITIL Certification preferred.
  • MTA DB Fundamentals Preferred.

 

MINIMUM REQUIREMENTS:

  • Four-year technical degree or equivalent experience is required.
  • Experience with providing customer centered technical support.
  • Experience with life sciences, highly regulated, or compliance experience preferred.
  • Applicable certifications preferred.

 

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