Product Support Manager (English & German)
A hybrid role that combines technical expertise, vendor management, and end-user support to ensure the seamless delivery of vendor services and software systems.
Key Responsibilities:
* Technical Support and Troubleshooting
o Provide technical support using ServiceNow, Jira, and CRM platforms to address and resolve user and system-related issues.
o Troubleshoot and resolve software issues using SQL queries and database management techniques.
o Collaborate with internal teams (IT, development, and customer service) to escalate and resolve complex incidents.
* Incident and Risk Management
o Establish structured processes for managing and resolving incidents, including P1/P2 issues, minimising disruption to business operations.
o Conduct root cause analysis for recurring issues, implementing preventative measures to mitigate risks.
* Service Reporting and Analytics
o Generate detailed performance reports for vendor services and software systems using Power BI and SQL.
o Monitor and analyse trends in vendor performance, SLA compliance, and support ticket resolution times.
* Vendor and Stakeholder Relationship Management
o Foster strong relationships with vendors to ensure efficient issue resolution and a collaborative approach to service delivery.
o Support vendor negotiations to secure favourable terms aligned with business goals.
Requirements:
* Bilingual Proficiency: Excellent written and spoken communication skills in German and English.
* Technical Expertise: Advanced knowledge of SQL and service management platforms for troubleshooting and data analysis.
* Problem-Solving: Strong analytical skills with the ability to resolve complex software and vendor-related issues.
About Us:
The Constellation Automotive Group is the largest vertically integrated digital car marketplace in Europe, combining leading digital brands across consumer-to-business, business-to-business, and business-to-consumer segments.