Expert IT Onsite-Experience in München bei Daiichi Sankyo Europe

Passion for Innovation. Compassion for Patients.

With over 120 years of experience and more than 17,000 employees in over 20 countries, Daiichi Sankyo is dedicated to discovering, developing, and delivering new standards of care that enrich the quality of life around the world.

In Europe, we focus on two areas: The goal of our Specialty Business is to protect people from cardiovascular disease, the leading cause of death in Europe, and help patients who suffer from it to enjoy every precious moment of life. In Oncology, we strive to become a global pharma innovator with competitive advantage, creating novel therapies for people with cancer.

Our European headquarters are in Munich, Germany, and we have affiliates in 13 European countries and Canada.

For our headquarter in Munich we are seeking highly qualified candidates to fill the position:

Expert IT Onsite-Experience (m/f/x)

Purpose of the function

As Expert IT Onsite-Experience you support your customers at the ITxBar around IT topics and inspire them with first-class service and support. You make sure that all ITxBar visits create a positive experience to the users." As Expert IT Onsite-Experience you listen to your customers' concerns and understand the needs in terms of IT products, services and processes. You ensure that your customers get the best possible out of the IT services and thus benefit to the maximum. You also inspire your customers by providing quick and straightforward assistance and you are concerned that your customers know and understand the latest products and services and use them successfully where possible. You design and operate the ITxBar in such a way that customers are always happy to come back and report positively on the experience they have had.

Responsibilities

As Expert IT Onsite-Experience you handle a variety of tasks and covers a wide range of topics. You accompanie your customers through every phase of the customer journey at the ITxBar.

• Be the first point of contact for all customer requests at the ITxBar
• Immediate solution for "small" tasks (solvable within 5 minutes)
• Coaching customers around IT issues & handling how-to questions
• Ensure dispatching for issues that cannot be solved by the customer (ex. help the customer to open a ticket via the chatbot)

Perform IT Standup (Lightning) Training Sessions

• Identify topics and select/assign possible speakers
• Set up, organize and run a training session for customers (10 to 15 minutes) once per week
• Make sure a proper feedback process from participants is in place

Additional tasks (when there are no customers at the IT Service Experience Point)

• Identify IT hot-topics (ticket dashboard) and derive actions for IT Service Point (tips & tricks, lunch & learns, etc.), report problem candidates
• Knowledge building and data quality
• CORA Check (quick check functionality, inventory, etc. of IT Vendor machine)
• Create reports and trend analysis

Maintain proactive exchange with onsite support and service desk

• Prioritization of tasks for local onsite
• Coordination of pickup or return of IT equipment

Requirements

• You have special knowledge in the IT field and preferably have a degree in business informatics or business administration (IT-related)
• You have at least 2 years of professional experience in a similar role
• You have a winning personality and a talent for building relationships
• You have a passion for IT support and excellent communication skills
• You are willing to take responsibility and act on your own initiative
• You have empathy and are able to communicate appropriately with customers in challenging situations
• You have specialist knowledge in the field of IT and, more desirably, have completed a degree in business informatics or business administration (with IT aspects)
• You are interested in innovative, digital topics and can explain new things to customers quickly and understandably
• Fluent in speaking English and German
• Extroverted, passionate, proactive, positive, optimistic and creative
• Affinity for IT and digitalization

Why work with us?

Working at Daiichi Sankyo is more than just a job – it is your chance to make a difference and change patients’ lives for the better. We can only achieve this ambitious goal together. That is why we foster a culture of mutual respect and continuous learnin