Technical Service Manager (m/f/x)

Metiundo; Berlin; Vor Ort; EUR 40.000 - 50.000; Vollzeit

Zusammenfassung

Metiundo, a Berlin-based scale-up, seeks a Technical Service Manager to be the first point of contact for customers. You’ll handle support tickets, resolve issues, and document findings to improve our knowledge base and processes.

You’ll collaborate with Operations, Data, Sales, and Product to ensure customer satisfaction, translate complex processes into KBAs and SOPs, and prevent escalations through collaboration.

Qualifikationen

• At least 2 years in technical customer support or related fields.
• Experience with the German energy market and related processes (WiM, GPKE, MaBiS, metering).
• Experience with project planning tools.
• Structured, reliable, and process-oriented.
• Excellent German communication (C1/C2) and good English (B2).

Aufgaben

• Handle inquiries from B2C and B2B customers via ticket system, email, and phone.
• Identify customer-focused solutions and prioritize issues.
• Analyze problems and communicate solutions within market processes.
• Collaborate with internal teams to implement solutions and prevent escalations.
• Document recurring issues to enable KBAs and SOPs.

Kenntnisse

Technical support

German energy market knowledge

Project planning

Process optimization

Strong communication

German language proficiency

English language proficiency

Jobbeschreibung

CO2 emissions in the real estate sector must be reduced quickly. But what isn’t measured can’t be managed effectively: Our real-time data on consumption and generation in buildings enables the most effective use of electricity, gas, heat, and water in everyday life.

We are a young Berlin-based scale-up that supports sustainability and also lives it in our day-to-day business. We are looking for a Technical Service Manager in Berlin at the earliest possible date.

As a Technical Service Manager, you’ll be the first point of contact for our customers (end users) as well as our B2B clients. You’ll handle incoming support tickets, resolve issues in a structured manner, and document findings to continuously improve our knowledge base and process quality. You’ll work closely with Operations, Data, Sales, and Product to ensure our customers’ satisfaction.

Responsibilities

• You will handle inquiries from our B2C and B2B customers in our ticket system — via email and by phone.
• You will find customer-focused solutions to market concerns and prioritize critical challenges.
• When dealing with complex inquiries, you will analyze the problem, identify solutions, and communicate them within the framework of existing market processes.
• You’ll work closely with internal teams to quickly propose and implement solutions, thereby preventing escalations.
• Through thorough documentation and monitoring of recurring issues, you’ll lay the groundwork for process optimization and standardization.
• You’ll translate complex technical processes into easy-to-understand Knowledge Base Articles (KBAs) and Standard Operating Procedures (SOPs).

Profile

• You have at least 2 years of relevant professional experience in technical customer support, IT help desk, system administration, customer success management, or service engineering.
• You have previously worked in or with the German energy industry and are familiar with, for example, market communication, WiM, GPKE, MaBiS, metering, or grid processes.
• You have gained experience with project planning tools.
• You work in a structured and reliable manner and enjoy optimizing processes.
• You enjoy communicating with people and impress others with your positive, solution-oriented, and open-minded approach.
• You have excellent communication skills in German (C1/C2) and a good command of English (B2).

What we offer

• A job that lays the foundations for using energy and water sustainably and consciously.
• Permanent position with a fixed salary of between EUR 40 - 50 thousand.