Tech Support Team lead with German-Hybrid , Genpact

Tech Support Team lead with German-Hybrid

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1350 - 1450 €/luna

București; Hybrid

GENPACT

4.29

Limbi vorbite

Engleză (avansat)Germană (avansat)

Inviting applications for the role of Tech Support Team lead with German-Hybrid Bucharest

Responsibilities

Primary role responsibilities

· Leading the Support Team in charge of delivering front and back office support for Customers Level 1 & 2 Field Service engineers Support our external and internal Partners)

· Managing relationships with our key Service suppliers monitors their performances & costs and drives continuous improvement initiatives.

· Preparing the Team Members to have the technical knowledge and tools to give the best Support to our internal and external customers

· Be responsible to reach and track our internal metrics

· Inspire the team to reach all relevant metrics

· Engage the people to join the experts groups to share the knowledge with all relevant persons

· Managing the team based on defined metrics and targets.

· The Team Leader needs always maintain the team at the most optimal level in terms of FTE utilization constantly looking into Continuous Improvement initiatives and proposing and implementing improvement plans accordingly

· Monitoring of customer satisfaction

· Establish cooperation with the Groups of Experts Field Service Key Account Management

· Be responsible for the usage of technical tools and give value feedback to develop the tools to increase the solution rate

· Collaborate on internal and external projects with stakeholders such as Sales Quality etc.

· New introduction of technical tools. Creation of deployment scenarios and training concepts.

· Determining and expanding the training level of employees. Develop and plan needs assessment together with project management.

· Leading motivating and supporting the team in all matters.

· Create duty rosters. Constantly monitor the requirements of our internal and external customers

· Ensure that internal and external metrics are met

Qualifications we seek in you!

Minimum Qualifications

· Technical Education or similar relevant qualifications.

· Innovative understanding of relevant topics

· First steps with Shift planning Training instruction and People Management

· Interested in Lean and Agile methodologies

· High understanding of technical support processes

· Understanding of the expectations of our external and internal partners

· Very good teamwork and communication skills

· Diversified attitude towards all employees and promotion of an open communication culture

· Master assertiveness and ability to place the issues openly in the team and implement them together

· International networking with all service desk colleagues

· Full business proficiency in English and German.

Preferred Qualifications/ Skills

· Creative and proactive mindset paired with team spirit

· Solid IT and technical understanding

· Ability to analyze and understand complex software application – workflow – hardware and integration requests.

GENPACT

4.29

We are Genpact

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today.

Genpact in Romania

With more than 5,000 employees in our Bucharest, Cluj-Napoca and Iași offices, we take pride in being the largest employer and talent developer in the business services industry. Our service portfolio includes domains such as: Finance & Accounting, Supply Chain, Trust & Safety, Customer Care, Insurance and Data-Tech-AI.

A constantly growing company

Genpact is on the lookout for high-potential talent to join our growing teams in Bucharest, Cluj-Napoca and Iași, or remote from anywhere in Romania.  We offer our workforce a flexible work-life balance and enable them to work from the office, hybrid, or from home.

Our diverse teams include foreign-language speakers in a variety of roles, such as Accounts Payable, Accounts Receivable, General Ledger, Customer Care, Technical Support, Procurement, Order Management, Ad Moderation and Content Moderation.  

Awards

In the competitive talent landscape, Genpact Romania stands out as a top employer, consistently ranking high in industry lists like Undelucram.ro’s Top employers to work for and Catalyst Solutions’ Top 100 Most Desired Employers in Romania.

We're also accelerating AI innovation through global AI Innovation Centers, including our award-winning hub in Bucharest, recognized as a "Landmark Achievement in AI Innovation" at The Diplomat Bucharest. This award stands out as a testament to our unwavering commitment to driving AI innovation and delivering exceptional solutions to our clients.

Why Genpact?

We’re committed to the relentless pursuit of a world that works better for people. Our entrepreneurial, inclusive culture gives our people the freedom and autonomy to experiment fearlessly, seize opportunities, and push boundaries to turn visions into realities by combining deep domain expertise with diverse perspectives. We’re looking for thinkers and do-ers. People with a natural curiosity, a hunger to keep learning and keep growing.  

We empower our employees to upskill themselves for their current roles and their future career aspirations with Genome, our industry-leading internal learning platform. We also leverage our talent transformation initiative, Talent Match, to match individual skills and job aspirations with existing and future job opportunities within the company.  

Our locations 

In Bucharest, our office is located in the Hermes Business Park, close to Pipera subway station. The entire building has been designed to keep our people engaged and efficient, with cozy lounges and social areas spread throughout, including an AI Innovation Center, relaxation rooms, 400 parking places, bicycle parking with showers and a gym.  

In Cluj-Napoca, our office is located in the Riviera Business Center One, in the heart of the city. Enjoy top-notch facilities, quick access to Iulius Mall’s shops, cafes, and services, plus a relaxing escape in Iulius Park—right outside the door.

In Iași, we are in the heart of the city in the United Business Center 5. Our unique collaboration hub serves as a thriving workspace and meeting point for clients and employees working here. This one-of-a-kind hub facilitates networking, workshops and events, fostering an environment of knowledge exchange and innovation.  Additionally, we have inaugurated this year a new delivery center that supports global clients across the high-tech, finance, healthcare, and life sciences industries, featuring state-of-the-art workspaces designed for finance, accounting, and customer care operations.

Interested? Find out more at genpact.com/careers