Support, Repair & Service Operations Specialist (m/f/d)

Your Responsibilities

• Manage and resolve support cases involving IoT devices, connectivity, firmware, and platform services
• Perform advanced troubleshooting of device behavior, OTA (Over-The-Air) updates, and device management activities
• Analyze technical incidents and conduct root-cause investigations across hardware, firmware, software, connectivity, and operational workflows
• Support lifecycle management of customer device fleets
• Act as an escalation point for complex support and repair topics
• Support repair and maintenance activities where required to ensure operational continuity
• Contribute to organizational readiness for growth and increasing customer demand - moving from older system to new modern ones
• Review existing workflows and identify opportunities to increase efficiency, quality, and scalability
• Document and standardize procedures, work instructions, and best practices
• Analyze support, repair, operational, and device-related data to identify trends, risks, and improvement opportunities
• Perform detailed evaluations of ticket volumes, SLA performance, repair metrics, firmware behavior, and customer usage patterns
• Create dashboards, reports, and management summaries that enable data-driven decision-making
• Develop KPI frameworks and performance tracking mechanisms for support and service operations
• Identify recurring technical issues and recommend corrective and preventive actions- working alongside the Quality team
• Analyze customer behaviors and operational usage patterns to support Customer Success initiatives
• Identify opportunities to leverage AI within support, knowledge management, repair, analytics, and operational workflows
• Support automated ticket analysis, categorization, and trend identification initiatives
• Prepare executive summaries, management reports, and operational review presentations
• Support monthly, quarterly, and annual business reviews, incl. improvement opportunities

Your Qualifications

• Bachelor's degree in Technology, Business Informatics, or a comparable qualification
• Minimum 1-3 years of professional experience in technical support, service management, repair operations, technical consulting, or a similar field
• Experience troubleshooting connected devices, embedded systems, or IoT solutions
• Strong analytical mindset with proven experience working with operational or business data
• Experience preparing reports, dashboards, presentations, and management summaries
• Experience with Service Now, Sales Force, Confluence, Service Management platforms, or comparable tools
• Knowledge of Excel and experience with reporting or business intelligence solutions such as Power BI
• Understanding of wireless communication technologies such as GNSS, LTE, LTE-M, Bluetooth, and related IoT technologies
• Interest in AI, automation, and digital transformation initiatives
• Strong communication skills and ability to collaborate across teams
• Excellent organizational and problem-solving skills
• Fluent German and English language skills

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Source: Statistisches Bundesamt (Destatis), table; dl-de/by-2-0; StarIn's calculation