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

We are looking for a highly motivated Support, Repair & Service Operations Specialist (IoT) to join our growing IoT Services organization. This is a unique hybrid role that combines technical support expertise, device lifecycle management, business analytics, process optimization, and strategic operational excellence. You will work across Support, Repair & Maintenance, and Customer Success to ensure our IoT solutions operate efficiently, scale effectively, and continuously improve. While maintaining hands-on involvement in technical support and device management activities, you will also act as a key driver for reporting, process improvements, automation initiatives, AI adoption, and initiating management decision-making. The ideal candidate combines technical troubleshooting capabilities with strong analytical thinking and business understanding. You enjoy solving operational challenges, identifying patterns in data, and transforming insights into measurable improvements.

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