Customer Service Agent jobs in Germany

This role can be based in the UK, the Netherlands, France or Germany

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

This role will be EMEA focused and requires attention to detail and ability to multi task and respond to tight deadlines. It is expected that the role will have consistent interaction with sales, channels, finance, deals desk, order processing across the region, as well as with the Global HQ team.

Your Responsibilities

• Work with sales to create private offers for customers in CSP marketplace
• Manage sales processing and work with order support teams to ensure fulfillment of transactions
• Occasionally act as escalation point for private offer requests and issues
• Work with relevant teams to identify root causes and communicate appropriately to internal stakeholders
• Provide subject matter expertise and training to internal team members and partners
• Create and manage sales opportunities in CSP partner portals
• Facilitate introductory calls between sales on shared opportunities, account mapping and other sales engagements.
• Develop reports, dashboards, metrics to measure and understand effectiveness of sales & marketing campaigns, and enablement activities
• Provide and understand program and insights reporting as required to the sales and finance teams
• Support projects and initiatives aligned with functional and company objectives
  

Requirements:

• Attention to detail and excellent problem solving skills, with a demonstrated ability to self-motivate and follow-through on tasks
• Effective verbal/written communication and data presentation skills, including an ability to effectively communicate with both business and technical teams
• Highly organized, excellent multi-tasking skills, and efficient in ambiguous situations
• Business analysis and functional experience with quantitative, analytical and organizational skills preferred
• Be able to handle stressful situations and respond to tight deadlines
• Demonstrated ability to work in a virtual and matrix environment with an international team
• Proficiency in Microsoft Excel is required; other sales tools like Salesforce.com is preferred.
  

All your information will be kept confidential according to EEO guidelines.

What You’ll Do

Applied Materials is looking for anto provide overall vision and direction to the(Germany, Austria, Belgium). In this role you will be responsible for metric reporting and forecasting, leading the organization through performance and process improvement, and setting overall budget and strategic direction. This position requires close coordination and strong working relationships with other regional functional departments as well as division and headquarters' functional leaders. This Senior Director position resides within the AGS Leadership Team and reports to the European Field Service Executive.

Key Responsibilities

• Provide leadership to the staff to ensure all customer installation, repair and maintenance activity is performed in compliance with Company policies, business processes and quality standards.
• Requires both effective management of daily activities and development of process improvements to address any identified deficiencies.
• In concert with the Region Finance Team, responsible for annual budgeting and monthly forecast updates for operating expenses and capital expenditures.
• Must build strong working relationship with regional peers, particularly those in Engineering, Marketing, Human Resources, Business Services and Finance, to ensure alignment on daily operations and strategic initiatives to achieve common business goals.
• Develop and maintain standards, procedures, and operational processes for the department that meet or exceed industry standards.
• Stay knowledgeable of competition and important emerging technologies and standards.
• Establish a culture of innovation and continuous improvement, always challenging the team to find new ways to improve the customer experience and drive improved business performance.
• Develop the departmental management team, building their capabilities as individuals and as a team, and preparing future leaders for additional responsibilities.
• Develop a strong working relationship with Divisional and Corporate functional leaders, ensuring alignment with Company's standards and objectives, and providing input and feedback on field operational challenges and support needs.

Functional Knowledge

• Demonstrates broad and comprehensive understanding of different systems, theories, and practices as well as the changing business environment.
• Business Expertise
• Applies in-depth knowledge of own segment/function, business, and commercial expertise to differentiate itself from the competition.

Leadership

• Leads a business unit through multiple levels of managers across a diverse employee base in multiple cities / countries.
• Can lead through direct management responsibilities and influencing resources that are not directly reporting into the organization.

Problem Solving

• Evaluates key business challenges; directs the development of new or innovative solutions.
• Anticipates challenges.

Impact

• Guided by company strategy and business objectives, impacts results of
• segment/function.
• Interpersonal Skills.
• Influences and negotiates at the top executive levels, with great latitude on outcomes presents and defends complicated or delicate issues.

Experience & Skills

• Preferred, BA/BS in Engineering or Business/Operational Management
• 7-10 years of progressive functional experience, within a complex global company, preferably within Semiconductor Industry. At least 5 years as leader/manager of a Field Services Organization
• Strong Business and Financial Acumen
• Strong communications skills displayed through effective written communications, both technical and non-technical, and the ability to present in a manner of influence and impact.
• Displayed ability to apply knowledge of business and the marketplace to advance operational goals and objectives.

• Bachelor's degree or equivalent practical experience.
• 8 years of experience in software development.
  
• 3 years of experience in a technical leadership role; overseeing projects, with 2 years of experience in a people management, supervision/team leadership role.

• Master’s degree or PhD in Engineering, Computer Science, or a related technical field.
• 3 years of experience working in a matrixed organization.
• Experience in security or privacy.
• Excellent critical thinking skills.

• Bachelor's degree in Computer Science or equivalent practical experience.
• 3 years of experience with systems automation, and with systems design and implementation and technical infrastructure (e.g., deployment, maintenance, troubleshooting).
• Experience in TCP/IP and networking concepts (PXE boot, Subnets, VLANs, Jumbo Frames, LACP, NIC Teaming, Unicast/Broadcast/Multicast, ACLs, DNS, DHCP, SSH, etc.) and in one or more areas of infrastructure: Linux, Kubernetes, Networking, Storage, etc.
• Due to the sensitive nature of this role, candidates must be able to obtain and maintain a Level 2 security clearance (SÜ2) under the German Classification Act (SÜG).

• Experience as a Customer Solution Engineer.
• Experience in scripting (e.g., Bash, Perl, Python, Ruby, etc.) to help with automation of routine tasks.
• Experience in Site Reliability Engineer or IT production systems engineering.
• Understanding of physical server, storage and network devices.
• Ability to travel internationally up to 25% of the time.
• Excellent relationship-building skills and the ability to empathize with customers.