Job Description
At Olympus, we are committed to our purpose of making people's lives healthier, safer and more fulfilling. As a global medical technology company, we partner with healthcare professionals to provide best-in-class solutions and services for early detection, diagnosis and minimally invasive treatment, aiming to improve patient outcomes by elevating the standard of care in targeted disease states.
For more than 100 years, Olympus has pursued a goal of contributing to society by producing products designed with the purpose of delivering optimal outcomes for its customers around the world.
Olympus Europa, headquartered in Hamburg, Germany, serves the EMEA (Europe, Middle East, Africa) region and employs 6,900 people in 31 countries. For more information, visit our website.
We are seeking a proactive and skilled 2nd Level Technical Support Specialist to join our team. In this role, you will provide technical assistance for CDS products (Cleaning, Disinfection, Sterilization), ensuring timely and effective resolution of customer inquiries and issues. Your responsibilities will include:
- Technical support: provide expert 2nd level technical support to customers via phone and conduct on-site support when requested
- Escalation management: efficiently escalate inquiries to the 3rd level support team when necessary, ensuring complex issues are resolved swiftly
- Technical modification support: assist in managing technical modifications for CDS products across various business units
- Project support: contribute technical expertise to support ongoing projects related to CDS products
- Escalation handling: manage and resolve escalations that go beyond standard inquiries within the 2nd level support framework
- Educational background: degree with a technical focus, relevant technical training or comparable professional background
- Experience: ideally, a few years of experience with medical reprocessing machines (e.g., AER) or similar technical products
- IT proficiency: strong knowledge of IT systems with hands-on experience in controlling both software and hardware
- Language proficiency: fluency in English (both spoken and written); additional languages advantageous
- Communication skills: excellent verbal and written communication skills with the ability to present complex information in a clear and structured manner
- Didactic skills: ability to explain technical concepts in an easy-to-understand and educational way
- Customer-focused: strong customer-oriented mindset with an ambition to solve problems and deliver solutions effectively
- Flexible working hours, remote work possible (up to 60%)
- 30 days of holiday per year
- Modern office and inspiring working environment
- Employee restaurant with live cooking and healthy food (subsidized)
- Public transport ticket (100% subsidized) or free parking space
- Company sport groups and inhouse company gym
- Employee Assistance Program to support your health, mental and emotional well-being
- Comprehensive company pension scheme
- Company medical officer and vaccination offers
- Childcare through our ‘Buttje & Deern' partner
- Bike leasing