Company Description
Since its establishment in 2013, Bosch Engineering Center Cluj plays an essential role in the current transformation of the mobility sector. Through its extensive expertise in software, hardware andamp; mechanical engineering, reliability engineering, as well as sales planning, the center contributes to the development of innovative products and services based on artificial intelligence (AI) applied in the fields of automated driving, electric and connected mobility. Thanks to the diverse professional and personal development opportunities, flexible working conditions, modern offices and laboratories in Cluj-Napoca, Jucu, Bucharest and Sibiu, we are one of the most desired employers among engineers and IT professionals in Romania.
Our promise to our colleagues is rock-solid: we grow together, we enjoy our work, and inspire each other. Join us and see the difference. Work #Like ABosch
Qualifications
Studies:

• Completed university degree in business administration, business informatics, medical technology or comparable area;

Knowledge and Skills:and#xa0;

• Languages: Good knowledge of English in speech and writing and German (fluent);
• Personality: Structured, assertive, resilient, forward-looking, risk-conscious, customer-oriented, proactive, open to new knowledge and ways of working;and#xa0;
• Working style: Organized, analytical, goal-oriented, independent, team-oriented, and actively contributing to process design and improvement;and#xa0;
• Experience and know-how: customer support or technical support (nice to have: medical technology);
• Extensive knowledge of the processes and tools (MS Office and other internal tools);and#xa0;
• Positive attitude;
• Capacity to organize and make decisions;and#xa0;
• Problem solving;and#xa0;
• Logical thinking and analysis abilities;and#xa0;
• Ability to work under pressure and good team engagement;and#xa0;
• Self-driven;and#xa0;
• High sense of responsibility, patience, urgency and customer support;and#xa0;
• Flexible and driven to solve customer's requests;and#xa0;
• Team spirit;and#xa0;
• Confident and willing to learn;

Additional Information
#Like ABosch Benefits:
Your work-life balance is valuable to us, so we offer you:

• 25 Days of annual leave, because work-life balance is essential to us;and#xa0; and#xa0;
• Flexible working hours

Yourand#xa0;healthand#xa0;andand#xa0;well-beingand#xa0;is important to us, so we have you covered:

• Medical subscription;
• Accident insurance;
• Sport activities and well-being initiatives.

We believe in aand#xa0;Life-Long Learningand#xa0;approach, so you can take advantage of:

• Technical and soft skills trainings;
• Access to e-learning platforms;
• Local and Global career development programs;
• Opportunity to attend conferences;
• Bookster subscription.

You will be part of aand#xa0;product company. You will contribute to developing end-to-end products that are delivered to Global OEMs.
On top of these, we are offering:

• A monthly budget which can be used for several different services on an online benefit platform;
• Annual bonus;
• Lunch discounts.

Ready to workand#xa0;#Like ABosch-
We live by our values, have an open feedback culture and there is plenty of room for innovative ideas. All because a team is only as valuable as its members.
Job Description

• Offers 1st Lvl. / 2nd Lvl. Support (EN/DE) for client users and/ or client business partners by providing assistance or information, in accordance with procedures and work instructions;
• Identifies, analyzes, solves and documents errors reported by the users;
• Assures correctness and durability for offered solutions;and#xa0;
• Participates in the improvement of quantitative parameters of customer service;
• Promotes image of company through attitude, knowledge, client orientation and availability towards client's needs;
• Records essential points of call/email in client ticketing system according to work Instructions;and#xa0;
• Offers support to colleagues in need and proves team spirit;
• Is trained and assumes changes that have occurred in procedures and services of company;
• Asks for help from colleagues with more knowledge/ experience (2nd Lvl. or 3rd Lvl.) to solve difficult calls andamp; emails;
• Receive incoming queries from 1st Lvl. support via agreed channels and support within agreed response time;
• Act as 1st Lvl. support and guidance for EN/DE as well;
• Collaborate closely with all support levels, Development Team and other parties, e.g., partners;
• Escalate issues to appropriate parties and when necessary to leadership team;
• Resolve 2nd Lvl. incidents in agreed resolution time;
• Provide regular updates to all support levels on requests in agreed response time;
• Take active part in regular synchronization meetings for collaboration and reporting purposes;
• Ensure incidents and solution approaches are documented accordingly (including constant update of the knowledge base);
• Maintain and improve an incidents database in collaboration with all support levels and Development Team;
• Support during regular business hours Monday-Friday 09 -18 EET;

Responsibilities regarding Occupational Health and Safetyand#xa0;and#xa0;

• Applies and respects all the legislative standards regarding occupational health and safety, work instructions, internal procedures and rules concerning Occupational Health and Safety, fire prevention and fire extinction;and#xa0;
• Takes all medical exams, as instructed by the organization, part of Occupational Health and Safety regulations;and#xa0;
• Uses in a correct way the installations, work equipment, appliances and other tools in the facility. Does not turn off, change or remove the safety appliances, especially those of machines, work equipment, tools, technical units and buildings security systems;and#xa0;
• Immediately informs the Manager and HSE responsible about any accidents suffered by one person;and#xa0;
• Cooperates as necessary with the assigned persons, in order to facilitate any/all accomplishments or requests disposed by the officers of health regarding health protection and employees' security;

Job Description

• Offers 1st Lvl. / 2nd Lvl. Support (EN/DE) for client users and/ or client business partners by providing assistance or information, in accordance with procedures and work instructions;
• Identifies, analyzes, solves and documents errors reported by the users;
• Assures correctness and durability for offered solutions;and#xa0;
• Participates in the improvement of quantitative parameters of customer service;
• Promotes image of company through attitude, knowledge, client orientation and availability towards client's needs;
• Records essential points of call/email in client ticketing system according to work Instructions;and#xa0;
• Offers support to colleagues in need and proves team spirit;
• Is trained and assumes changes that have occurred in procedures and services of company;
• Asks for help from colleagues with more knowledge/ experience (2nd Lvl. or 3rd Lvl.) to solve difficult calls andamp; emails;
• Receive incoming queries from 1st Lvl. support via agreed channels and support within agreed response time;
• Act as 1st Lvl. support and guidance for EN/DE as well;
• Collaborate closely with all support levels, Development Team and other parties, e.g., partners;
• Escalate issues to appropriate parties and when necessary to leadership team;
• Resolve 2nd Lvl. incidents in agreed resolution time;
• Provide regular updates to all support levels on requests in agreed response time;
• Take active part in regular synchronization meetings for collaboration and reporting purposes;
• Ensure incidents and solution approaches are documented accordingly (including constant update of the knowledge base);
• Maintain and improve an incidents database in collaboration with all support levels and Development Team;
• Support during regular business hours Monday-Friday 09 -18 EET;

Responsibilities regarding Occupational Health and Safetyand#xa0;and#xa0;

• Applies and respects all the legislative standards regarding occupational health and safety, work instructions, internal procedures and rules concerning Occupational Health and Safety, fire prevention and fire extinction;and#xa0;
• Takes all medical exams, as instructed by the organization, part of Occupational Health and Safety regulations;and#xa0;
• Uses in a correct way the installations, work equipment, appliances and other tools in the facility. Does not turn off, change or remove the safety appliances, especially those of machines, work equipment, tools, technical units and buildings security systems;and#xa0;
• Immediately informs the Manager and HSE responsible about any accidents suffered by one person;and#xa0;
• Cooperates as necessary with the assigned persons, in order to facilitate any/all accomplishments or requests disposed by the officers of health regarding health protection and employees' security;