Essential Responsibilities:
- Partner with other RSCA within Europe, America and China to manage the RS case backlog.
- Act as the single point of contact to the customer for timely and satisfactory resolution of a wide variety of issues/queries
- Follow up the issues/queries with the different departments until final resolution/answer and customer satisfaction
- Work very closely and globally with the Remote Service team, Field Service and all other involved/required teams to ensure best and timely manner resolution and/or follow/coordinate established escalation paths to support appropriately
- Build strong relationship with the different internal teams and the customers
- Pro-actively and reactive communication to customers on progress, next steps, changes, requirements…
- Ensure proper and clear documentation of all communications from and to customers also all relevant details for the customers and their issues/queries.
- Effectively handle queries from the global customers and be knowledgeable of and sensitive to business, social and cultural issues significant to the customers
- Monitor and report metrics and progress.
- Proactively communicate to leadership where additional support is needed to obtain faster and better resolutions for customers
Qualifications/Requirements:
- Student working towards Bachelor’s degree in Engineering with experience in a technical supporting role or equivalent work experience
- Strong skills in Word, Excel, Powerpoint and adept at learning new software tools.
- Strong oral and written communication skills (English and German required). Additional languages of French or Spanish are helpful.
- Strong interpersonal skills, team oriented with willingness to work remotely in a global team.
Desired Characteristics:
- Strong Work Ethic
- Experience analyzing technical issues
- Experience interfacing with internal and external customers
- Experience making quick decisions to adapt to any situation
- Fast learner with energy and enthusiasm for customer support
- Quality awareness and experience identifying future failures, defects, and problems
- Structured work methods and analytical skills
- Experience managing multiple tasks in parallel
- Experience following standard processes
- Experience adapting quickly to change and working successfully in an evolving and culturally diverse environment
Work Hours:
- This job could be a full-time (up to 40 hours) or part-time job.
- Working hours should be within the standard working hours of 8am-5pm Berlin, Germany (UTC +1).
- Willingness and ability to work a flexible schedule.
About Us: We are an energy technology company that provides solutions to energy and industrial customers worldwide. Built on a century of experience and conducting business in over 120 countries, our innovative technologies and services are taking energy forward – making it safer, cleaner and more efficient for people and the planet.
Join Us: Are you seeking an opportunity to make a real difference in a company that values innovation and progress? Join us and become part of a team of people who will challenge and inspire you! Let’s come together and take energy forward.
Baker Hughes Company is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.