Doser Karl Eduard

- Respond to the technical incidents reported by the business customers through a system of ticketing; - Investigate, diagnose and assign the incidents to the right engineer; - Follow the incident life cycle-logging the incident with proper priority and ensuring that the issue is resolved in timely manner; - Participate in calls with the technical account managers and customers to discuss the incidents; - Create weekly and monthly reports with the incidents opened/resolved.

Managed a complex international customer portfolio using Salesforce CRM, ensuring pipeline accuracy and forecasting reliability. Led strategic account development initiatives, identifying high‑value opportunities and engineering tailored commercial proposals based on customer operational constraints. Coordinated with cross‑functional teams (Technical, Finance, Customer Support) to resolve advanced customer challenges requiring multi‑department collaboration.

Oversaw complex enterprise technical incidents, ensuring accurate triage, prioritization, and lifecycle governance for global corporate clients. Conducted end‑to‑end incident coordination, performing in‑depth technical investigations and orchestrating collaboration between engineering, escalation, and service management teams. Led high‑priority technical bridges, translating technical details into actionable insights for stakeholders.

-Weekly review of the progression and status of every reactive Premier Support case for selected Premier customer located in Central Eastern Europe, prepare a short summary of the case status and update tools with health state and status information; -Utilize appropriate established escalation routes to facilitate the timely resolution of customer issues and ensuring escalations are communicated to the TAM effectively; -Performing Quality check for the German Team and migrating the Orphan Cases;

- Taking calls from clients and trying to solve their problems, before dispatching them to the second level. - Creating tickets in Navision and send it to second level, into the right pool, and also updating the existing tickets. - Resetting and unlocking Passwords in Active directory, Arctis and Web Login. - Unlocking blocked attachments in Lotus Notes and Outlook. - Performing trainings for the new employees.

• Corrector-ISH People Cloud -Processing and correction of diagnoses in German for the Medical Insurance. • IT support- Allnex -support services performed remotely by IBM for Standard Microsoft Office applications and customer-specific applications; -Identify and escalate situations requiring urgent attention; -Make sure the QA and SLAs are accomplished ; -Provide language support in English & German

-Creating of the purchase order (PO) in the MRP system (usually SAP); -Creating of the contract in the MRP system; -Obtaining all the required signatures; -Sending the PO to the relevant Supplier; -Handling all the contracts' modifications; -Answering to Customer request (by mail or phone) on a PO; -Handling the backlog management and invoices.

- Answering and solving requests by phone or by e-mail; - Registering the cases in the Incident Management Application; - Working with the team for the improvement of procedures;

Check the supplier data and details in the ERP system Enter correct data into workflow tool. -Sorting of invoices (according to criteria: document type, purchase order, headquarter or branch). -Request rescans for unclear images or incomplete invoices.