Passion for Innovation. Compassion for Patients.

Daiichi Sankyo and its 16,000 employees in more than 20 countries are dedicated to the creation and supply of innovative pharmaceutical products. In Europe, we focus on two areas: In the cardiovascular space, our strong portfolio of medicines reflects our long-standing commitment and shows that we care for every heartbeat; in oncology our goal is to become a global pharma innovator until 2025 by providing novel therapies to patients across the world. Our European headquarters are in Munich, Germany, and we have affiliates in 13 European countries. For more information: www.daiichi-sankyo.eu.

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

The Expert IT Onsite-Experience supports his customers at the ITxBar around IT topics and inspires them with first-class service and support. He makes sure that all ITxBar visits create a positive experience to the users." The Expert IT Onsite-Experience listens to his customers' concerns and understands the needs in terms of IT products, services and processes. He ensures that his customers get the best possible out of the IT services and thus benefit to the maximum. He also inspires his customers by providing quick and straightforward assistance and is concerned that his customers know and understand the latest products and services and use them successfully where possible. He designs and operates the ITxBar in such a way that customers are always happy to come back and report positively on the experience they have had.

Responsibilities

The Expert IT Onsite-Experience handles a variety of tasks and covers a wide range of topics. He accompanies his 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

What we offer

Working at Daiichi Sankyo

At Daiichi Sankyo in Europe, we offer a workplace where your voice is heard. Everything we do, we do with a high level of commitment and a clear focus on patients’ needs. We know that our bold ambition to change patients’ lives for the better can only be achieved through the power of collaboration and the exploration of new approaches. Thus, we encourage our colleagues across Europe to be courageous, to bring their ideas to the table and to embrace opportunities to grow. When you join our European family, you will be a part of a dynamic company where everyone, no matter their role, rolls up their sleeves and gets things done.