Customer Service Technician

Overview 

Nomad Digital are currently recruiting for a Customer Service Technician to provide support to our customers / internal teams. 

The primary responsibility of the Customer Service Technician role is to strengthen the local service team, especially the repair of IoB- and OBIS products (Internet on Bord and Onboard Information Systems). 

As a service technician, you will be responsible for installing, maintaining, and repairing IT devices and systems and supporting customers with technical problems. Your tasks will include, for example: 

• Installing, configuring, and commissioning IoT devices and systems on site or remotely. 

• Diagnosing and troubleshooting technical problems and malfunctions in IT devices and systems. 

• Advising and supporting customers with technical questions and problems by phone, email, or on site. 

• Creating and maintaining technical documentation, error logs, and maintenance reports. 

• Ensuring the system availability of our extensive test facilities. 

• Training customers in the use of IT devices and systems. 

The service technician works closely with specialist departments such as DevOps or IT security on software and IT issues. In addition, he also works with internal hardware specialists and external service providers on hardware defects. 

About Nomad Digital  

Nomad Digital is the world's leading provider of passenger and fleet connectivity solutions to the railway industry. Founded in 2002, and headquartered in the UK, currently serving more than 80+ global customers - in more than 40 countries - Nomad designs, builds, deploys and manages passenger Wi-Fi and on-board passenger infotainment systems. Nomad also provides remote online condition-based monitoring and maintenance solutions for optimising fleet management, operational performance and improving fuel economy. 

When you join Nomad Digital, you will join a forward thinking, fast-growing, fun environment with access to some of the very latest technology in its field. You will work with experts who innovate collaboratively, creating an environment of team work and trustworthiness. 

Essential Duties and Responsibilities 

• Knowledge of repairing electronic devices (PC or smart screens) 

• Support in setting up, modifying or expanding repair stations and test environments 

• Creating and updating work instructions with MS Office (Word, Excel) 

• 1st level support in text and phone 

Qualification requirements 

• German & English B1 or better 

• Linux/Windows experience 

• Basic IP knowledge / understanding of network principles 

• Confident in handling tools used by a repair technician for electronic devices 

• Confident in handling MS Office (Word, Excel) 

• Confident in dealing with customers (telephone contact) 

Experience Requirements 

• Experience of working in PC maintenance (Smart screens) 

• Experience with system duplication (backup, image copy) 

• Communication skills with team members. 

• Local support for less experienced colleagues with simple PC & network problems (Windows, Linux) 

• Careful quality-conscious working methods 

• Participation in CIP and maintenance of the wikis 

• Some experience of implementation of IT systems. 

• Basic knowledge with database like MS Access 

• Willingness to travel to the customer from time to time 

• Willingness to support the Field Service Engineer's 

Key Behavioural Competencies 

• Attention to detail 

• Ability to work well in pressurised situations 

• Excellent customer service 

• Ability to work to set deadlines 

• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers 

• Excellent computer proficiency (MS Office – Word, Excel and Outlook) 

• Ability to think proactively in a fast-paced environment 

• Ability to multitask effectively ensuring timelines are met 

• A clean / valid driver’s license is preferred 

Our Commitment: 

Nomad Digital is committed to being an inclusive and diverse employer, as well as providing equal opportunities in employment and freedom from unlawful discrimination on the grounds of age, race, ethnic or national origin, sex, pregnancy and maternity, marital or civil partnership status, sexual orientation, gender reassignment, disability, religion or beliefs.  

We encourage and welcome all job applicants, especially those from diverse backgrounds and ensure everyone is treated equally and without discrimination.   

Where possible we are happy to consider flexible working arrangements or appropriate reasonable adjustments on request. To discuss further, please email [email protected].