L1/L2 Support Engineer-Dealer Management Systems (DMS)
Adroit People India PVT Ltd
Ansprechpartner: Bhagavan R
Bonn, Deutschland
ITBuchhaltungTechnischer SupportAutomobilindustrieKundenbeziehungsmanagementGeschäftsprozesseProzessoptimierungDatenbankenKundenzufriedenheitDealer ManagementIngenieurwesenEnterprise Resource PlanningFinanzbuchhaltungITILBetriebsunterstützungssystemSales ManagementDienstgütevereinbarungService ManagementStakeholder ManagementLagerverwaltungWorkflowsUrsachenanalyseEnterprise Application Platform
Beschreibung
DMS or strong automotive /OEM experience is required
ITIL experience is required
L1 / L2 support experience is required
we need Application support exp,
immediate joiners
German fluency- C1
Position Summary
The Customer-Facing L1/L2 Support Engineer – Dealer Management Systems (DMS) is
responsible for providing first- and second-level technical support to automotive dealership
customers across Germany.
This role combines IT troubleshooting expertise, deep understanding of dealership business
processes, and professional stakeholder communication. The position ensures operational
stability of DMS environments, timely incident resolution, and high customer satisfaction in
accordance with defined Service Level Agreements (SLAs).
Key Responsibilities
1. Technical Support & Incident Resolution
? Provide Level 1 and Level 2 support for DMS-related software and system issues
? Diagnose and resolve incidents related to:
? Application functionality
? Database queries and data inconsistencies
? System performance
? Integrations (OEM systems, accounting, CRM, third-party interfaces)
? Perform root cause analysis and document findings
? Escalate complex or critical issues to Level 3/Engineering with structured documentation
? Support system updates, configuration changes, and patch deployments
? Maintain accurate and complete ticket documentation in accordance with ITIL standards
2. Dealership Operations Support
Provide functional support aligned with automotive dealership workflows, including:
? Vehicle sales management (new and used vehicles)
? Service and workshop operations
? Parts and inventory management
? Warranty processing and claims
? Financial accounting and reconciliation processes
Experience supporting dealership environments associated with OEMs is considered advantageous.
3. Customer & Stakeholder Management
? Serve as a primary contact for assigned dealership customers
? Communicate effectively with dealership management, IT administrators, and
operational leads
? Provide structured updates during incident handling and escalations
? Ensure adherence to SLAs and customer communication standards
? Conduct remote support sessions and occasional onsite visits where required
? Contribute to long-term customer satisfaction and retention
4. Service Management & Continuous Improvement
? Operate within ITIL-aligned incident and problem management processes
? Identify recurring issues and contribute to preventive measures
? Maintain and contribute to internal knowledge base documentation
? Support process optimization initiatives within the support organization
Required Qualifications
Education & Experience
? Minimum 3 years of experience in IT Support (L1/L2) or enterprise software support
? Experience supporting ERP, DMS, or comparable business-critical systems
Technical Competencies
Domain Knowledge
? Strong understanding of automotive dealership operations
? Familiarity with German regulatory, tax, and accounting considerations within dealership
environments is preferred
? Experience working directly with dealership personnel is advantageous
Language Requirements
? Fluent German (C1/C2 level required)
? Professional working proficiency in English
Competencies
? Customer-centric mindset
? Strong analytical and problem-solving skills
? Structured and solution-oriented working style
? Ability to manage multiple priorities in a dynamic environment
? High level of accountability and ownership
? Professional communication skills, including handling escalations