IT Solutions Product Support Pre-Sales Engineer

Summary

Join Eurofins Scientific as a CoC Database crew member, contributing to the maintenance of database servers and data transfer for three key programs: CoC Database, eESB, and Odysseus. This international role involves ensuring all requests and changes are addressed promptly, managing the service catalog, and handling customer relations. The position is initially a one-year contract, with the possibility of becoming permanent. Responsibilities include using ticketing tools, classifying and prioritizing tickets, managing customer information, and communicating with customers and internal experts. The company offers a competitive salary, bonus, benefits, training, and a dynamic work environment.

Requirements

• Strong organizational skills
• Strong customer oriented
• Very reactive and dynamic (we are managing incidents)
• Ability to listen, gather and understand information about people and situations, quickly
• Excellent attention to detail and quality
• Global company experience
• Experienced working globally for multinational teams
• Communication and team player ability
• Systems Thinking - the ability to see how parts interact with the whole (big-picture thinking)
• Proven experience of acting in infrastructure/operations/project teams
• Service Now usage experience

Responsibilities

• Ensure all requests or changes are properly addressed to the appropriate expert and on time
• Know, create, update, share and introduce all Service Offers
• Know and update to our internal Service Catalogue
• Know and request update to our Service Now Catalogue
• Customer relations (Participate or create NPS Survey, be able to summarize a customer request, be able to explain a situation to a customer, prioritization, etc.)
• Work using ticketing tool (Service Now), to redirect to proper expertise domain between database solution or data transfer solution
• Classify tickets : Request, change and incident
• Qualify tickets: priority
• Use and manage customer contact information in our CMDB
• Link Service Now services with our service catalogue
• Communicate with customers to request information, share information with them or define a priority
• Inform/explain to expert when a service doesn’t exist to create new services to cover a new need
• Manage forms filled by customers
• Manage documents we share with our customers

Preferred Qualifications

Experience in message-oriented Middleware like Active MQ or MSMQ would be an added advantage

Benefits

• A competitive salary package, including bonus and benefits
• Extensive on-the-job coaching and training opportunities
• Challenges within a multi-cultural and cross-regional team as part of the international and fast-growing Eurofins organization
• A dynamic working environment with a good team spirit where personal development and growth are highly encouraged
• Additional Performance Bonus up to 1 Month Salary per year
• Meal Vouchers
• Gym Reimbursement
• Medical Subscription
• Health Insurance
• 25 days of holidays + 1 extra day off for your birthday
• Additional holidays for your loyalty
• Remote work activity in Romania