Client Technology Specialist
vor 2 Wochen
Key Responsibilities:
- Ensure seamless IT service delivery across locations for infrastructure services, aligning with BorgWarner's global standards.
- Support local production and manufacturing connectivity, fostering a collaborative environment with cross-functional teams.
- Act as a liaison between the European Data Center Team and other stakeholders, facilitating ongoing projects and initiatives.
- Drive IT support efforts resulting from restructuring plans, ensuring a smooth transition and minimal disruption.
- Take ownership of specific service teams, driving process improvements and enhancing IT service relationships with customers.
- Ensure quality services are delivered to agreed Service Level Agreements (SLAs), maintaining high customer satisfaction.
- Support the implementation and provision of services, ensuring compliance with BorgWarner's policies and procedures.
- Monitor, control, and support service delivery, ensuring systems, processes, and methodologies are followed effectively.
- Provide 2nd and 3rd Level Operations for Client, Mobile, Security, Web, and Network related services, resolving complex technical issues.
- Independently troubleshoot and problem-solve, sharing best practices with the team to drive continuous improvement.
- Collaborate with the global team to enhance infrastructure services, identifying opportunities for growth and innovation.
- Coordinate and escalate operational issues and solution proposals to Management, ensuring timely resolution and effective communication.
- Build and maintain strong IT service relationships with customers across levels, fostering a professional reputation for BorgWarner.
- Drive team morale and spirit, actively promoting wins and successes through results-oriented initiatives.
- Understand and apply Incident, Problem, and Change Management Principles, ensuring seamless service delivery.
Education/Experience:
- 5 years of experience in Information Technology, with a strong focus on service delivery and customer satisfaction.
- Proficient in German, with effective communication skills in English, and other European languages a plus.
- Willingness to travel to different locations in Germany, with a strong ability to adapt to changing circumstances.
- 2-3 years of experience in a Client Service Team, with a proven track record of delivering high-quality services.
- 2nd and 3rd Level support experience in multi-language environments, with a strong understanding of technical troubleshooting (layer 7-4).
- Experience in support coordination across 1st – 2nd – 3rd level teams, with a focus on seamless service delivery.
- Experienced in Service Management (Service NOW as preference) and/or ITIL Principles, with a strong understanding of process improvements.
- Experienced in interacting with (Senior) Management, with a strong ability to communicate complex technical issues.
- Experienced in Client/Server Infrastructures, with a strong understanding of Microsoft Office Applications and Mobile Device Management.
- Technical and innovation affinity, with a strong ability to drive process improvements and enhance IT service relationships.
- Experienced with Apple IOS and Microsoft OS (WIN 10, 11 plus), with a strong understanding of technical troubleshooting and problem-solving.
- Very focused on User Satisfaction, with a strong ability to drive customer-centric initiatives.
- Proficient in German, with effective communication skills in English.
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