Field Service Engineer

Nature and Aim of the Position

The holder of this position will work in the Global Blue technology team as a Field Service engineer focused on supporting Internal Clients and the execution of projects e.g. validation and refunding kiosks.

As main responsibility it shall be ensured that IT systems infrastructure on branch offices, refund offices, refunding agents and merchants who use Global Blue IT solutions are supported and follow GB standards and governance.

The candidate must have a strong IT background, service ethic, good communication skills and pre-sales attitude as the role is client-facing and dealing with external partners.

The candidate should be based in Slovakia, preferably Bratislava but will need to travel periodically to Vienna’s office.

Main duties and responsibilities

People & Relations

The holder of this position cooperates with:

• Clients (Partners, Agents, Merchants, Customs, and local GB staff)
• Colleagues in other technology teams
• External suppliers and 3rd party.

Functional Duties

• Support the delivery of refunding/validation kiosks.
• Support the delivery of Issuing Solutions implementation projects (integrations included) within scope, timeline, and budget.
• Ensure that global certification standards and governance are met for Integrated Issuing Solutions developed locally.
• Providing technical support & requirements to Implementation partners, GB product and service owners
• Supporting commercial team with technical consultancy
• Handle deployment, support, maintenance and decommissioning of Global Blue IT systems.
• Assist the incident and problem resolution locally.
• Accept, coordinate, and prioritize all “customer” requests assigned keeping very high the level of communication with GB Central Team
• Stay up to date with current and upcoming technologies and concepts within his area of responsibility.

Support and Improvement Role

• Prepare specifications, installation and testing of computer systems and peripherals within established guidelines.
• Trigger and support PO process.
• Perform regular reviews of locally deployed technology and reassess usage.
• Contribute to workflow optimizations and definition of service catalogues.

Profile and education

• Applicable IT education, University degree preferred.
• Excellent analytical and problem-solving skills
• Customer service oriented, with operational “hands-on” attitude
• High quality standards, accuracy, and risk awareness
• Excellent communication skills, especially within a multicultural global organisation
• Independent, goal-oriented and self-motivating personality
• Organizational skills and the ability to prioritize workload.
• Understanding of agile engineering methodologies and the ITIL v3 ITSM best practice guidelines

Specific skills and knowledge

• 3+ years of experience in handling (smaller but complex) IT projects with external stakeholders or software development projects
• Solid understanding of Point-of-sale related technology and transactional systems
• Understanding of customer needs and translation into functional requirements
• Solid understanding of software development projects (especially low-level system interfaces)
• Ability to analyse situations fast and to identify the correct measures
• experience of working in international company or organization is a clear plus
• Structured and flexible at the same time in managing difficult and challenging situations
• Excellent English language skills (oral & written). German is a big plus

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