Subject Matter Expert with German & English

September 3, 2024

Bosch Group

Timișoara

OTHER

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 & 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

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;
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;
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 & 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 Safety

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;
Takes all medical exams, as instructed by the organization, part of Occupational Health and Safety regulations;
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;
Immediately informs the Manager and HSE responsible about any accidents suffered by one person;
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;

Qualifications
Studies:

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

Knowledge and Skills:

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;
Working style: Organized, analytical, goal-oriented, independent, team-oriented, and actively contributing to process design and improvement;
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);
Positive attitude;
Capacity to organize and make decisions;
Problem solving;
Logical thinking and analysis abilities;
Ability to work under pressure and good team engagement;
Self-driven;
High sense of responsibility, patience, urgency and customer support;
Flexible and driven to solve customer’s requests;
Team spirit;
Confident and willing to learn;

Additional Information
#Like ABosch Benefits:
Financial benefits:

Flexible benefits system – In addition to your salary, we provide 2700 RON/year through your benefits account, allowing reimbursements based on your preferences;
Meal tickets - A balanced diet includes at least one hot meal per day, therefore we offer you meal tickets with a value of 28 Ron;
The 13th salary - Your contribution to Bosch is valuable. Celebrate a successful year with the 13th salary, just in time for the winter holidays;
Celebrate together - We Like to give presents to our Loved ones, therefore we offer you 300 Ron for Christmas and Easter. Your minor children will enjoy this benefit too, as they will also receive 300 Ron;
Loyalty bonus: We value your commitment and at 5 years you will receive 750 RON, at 10 years 1500 RON, and for every additional 5 years brings another 1500 RON. It’s our way of saying thank you for being part of our journey.
Language courses - A new language is key to a new world, so we invite you to learn languages in your free time and get a discount of up to 1200 RON/year (e.g.: two modules of 600 RON each). Please note that the discount is based on the certification that you have passed the specific module.
Referral bonuses - We build our teams on trust, so we encourage you to refer new candidates to us through our program: Recommend Bosch. For certain positions, we will honor you with an attractive bonus;
Relocation package - If you’re being recruited from more than 50 km away, we provide a standard relocation package of 500 Euro (conditions apply). This is a one-time fee, paid together with your first salary.
Life events celebration - Your family is growing while working at Bosch? We congratulate your newborn with a 1000 Euro bonus;
Unforeseen situations - In case of unfortunate events, we support you by offering you free days and financial support (handled on a case-by-case basis);
Discounts to our partners - We have a strong network in our community so we can offer you discounts to various businesses such as ISHO, Vodafone, and others.

Work-Life Balance:

Smart Work – Our working contracts are standardized to include the home office. Occasionally, you might be asked to come to the office (trainings, workshops, team events). Talk to your leader for more information.
Flex-time possibility - We care about your schedule, therefore we try to offer you flexible working hours, according to personal and business needs. Please discuss this with your leader.
Growing number of vacation days - Work-life balance is essential for us, therefore we offer you 1 more day of vacation for every 2 years you spend in Bosch. We start with 25 days.
Internal communities - You are welcome to become an active member of our internal communities: Trainers Community, Wellbeing Community, Quality Ambassadors, Project Management Ambassadors, IT Community, and many others;
Work from abroad: Do you want to work a few days from abroad? Our Smart Work concept allows you to work from outside Romania for up to 30 days per year. Conditions apply. Please contact HR for support.

Health and sport:

Medical subscription - We know how important health is, so you get a medical subscription through the Regina Maria network, paid by the company—extended package of medical tests, free or reduced ultrasounds, and consultations.
Sports benefits - Being active helps you in your personal and professional Life, so we encourage you to stay in shape by using the 7Card discount for Smartfit Studio; See also: flexible benefits;
Psychological counseling -Through the medical subscription, you can benefit from several free psychological counseling sessions at Clinicile Oana Nicolau and at a discounted price afterward.

Development:

Bookster- the road to self-improvement is paved by books. Borrow the books that interest you and your family through the Library that comes to your office (and your home).
Training and certifications -We believe in a Life-Long Learning approach, so we invite you to take part in technical and soft skills training delivered by our internal training team and through other methods.
Professional Development - Great opportunities to develop yourself within the company. Choose between different career paths: expert, project manager, or associates manager. Whether an upward or lateral move – we’ll be by your side.
Team-buildings - We organize yearly team-building activities for your department, so you get to know each other and build trust among your peers;
International Assignments - You can work on international projects with and in other Bosch Locations, as we have offices in more than 60 countries worldwide;
Diversity and multicultural mindset - More than 10 different nations are represented and several Languages are spoken by our colleagues. Diversity Day is a special day dedicated to sharing our diverse cultural experiences.