Technical Support (German speaking) for Newborn Care

Role: Technical Support Technician (German speaking)
Place: Romania (100% remote)

Role Purpose
The German speaking Technical Support Technician provides customer-facing technical support through phone, email and web channels and acts as the primary point of contact for technical support for our customers and distribution partners in an assigned market or region. The role includes technical troubleshooting, case ownership, remote installations and maintenance of technical and customer data.

As part of one global Technical Support team for Newborn Care, the technician also supports colleagues and customer across other markets through shared technical expertise and cross-coverage.

Key Responsibilities

Provide technical support via hotline, email and web
Act as primary Technical Support contact for the assigned market / region
Diagnose and resolve technical issues and manage cases through resolution or escalation
Perform remote installations, configurations and technical assistance
Maintain accurate customer, product and technical data in Salesforce and other systems
Support colleagues globally with technical expertise, troubleshooting and cross-coverage
Contribute to technical knowledge, documentation and continuous improvement
Work closely with Field Service, Workshop, R&D, Sales and other internal functions
Identify recurring technical issues and support root-causes analysis
Contribute to the continuous improvement of AI-supported Technical Support tools and solutions
Maintain professional, polite and structured customer interaction at all times

Required Qualifications & Experience

Technical education or degree in electronics, electrical engineering, mechatronics, medical technology, biomedical engineering, IT/technical systems, or a comparable discipline
Experience in Technical Support, Field Service, Engineering or a similar technical environment
Strong analytical and troubleshooting skills
Experience in a customer-facing hotline/support environment is an advantage
Ability to understand technical systems and identify root causes.
Experience working with CRM/service management systems; Salesforce experience is a plus
Basic SQL knowledge and confidence working with data and digital systems
Strong written and verbal communication skills
Fluent German required
Local market language required where applicable
Additional European languages are an advantage for global support roles

Personal Profile
We are looking for someone who:

enjoys solving technical problems
likes working directly with customers
takes ownership rather than simply forwarding cases
communicates confidently, professionally and respectfully with customers
works in a structured and data-driven way
can explain complex technical topics clearly
collaborates effectively across functions and countries
is comfortable learning new products and technologies
contributes knowledge to the wider team
can work independently while being a strong team player
takes initiative and continuously looks for better solutions