Mathias Klafke and Tim Junge work according to a plan—which they are changing all the time. Both are site managers for 2nd level client on-site support. Tim Junge is responsible for the customer’s main works and Mathias Klafke for the five branch sites. Together they lead some 70 Bechtle Onsite employees distributed over all of the assembly plants.
Tim Junge doesn’t travel much for business and lives near to his workplace where he spends three to four days a week. In contrast, Mathias Klafke lives at the western edge of Germany and is typically on the road four days a week. He knows every lump and bump of the A2 autobahn, and most of the ones on its extensions to the east and west. Otherwise, though, well-trodden paths are less his area.
Just under 550 employees and 150,000 serviced IT seats at over 70 locations. That’s just a couple of key figures of Bechtle Onsite Services in Germany with a presence in over 150 countries through its partners.
The job of Bechtle’s 2nd level support team is clearly marked out. They enter onto the scene when 1st level support—provided by another IT company—can’t answer a call to their central hotline or cannot resolve an issue over the phone. In this case, the ticket is handed over to Bechtle, who qualify the issue before trying to resolve it, remotely, in the first instance. This is carried out partly by Bechtle technicians at the headquarters in Neckarsulm, partly by those on the customer site.
If a remote solution isn’t possible, Bechtle gets hands-on on-site, dispatching technicians who are specially certified for the hardware they deal with. And if even they can’t solve the issue, then Bechtle involves the manufacturer. These processes have been well honed and are also subject to strict guidelines. Tickets are prioritised according to service level and time received, and most are solved remotely. In addition, users can get assistance from the service points installed at each site.
The number and scope of the incidents is only plannable to a certain extent, requiring constant management and reorganisation of the multiple teams that work in coordination with one another. Tim Junge and Mathias Klafke keep each other in the loop all the time and report to their respective service managers, mostly by phone while on-the-go, since they generally see each other in person just once a week. Communication is key to keeping their close-knit relationships with customers in sync and managing them efficiently against the flurry of their daily tasks.
The number and scope of the incidents is only plannable to a certain extent, requiring constant management and reorganisation of the multiple teams that work in coordination with one another.
After all, only a fraction of what they do is textbook. New requests and customer requirements need to be met with quotes and solution concepts. That’s not something you can do quickly on the side as you hop from meeting to meeting and back again.
Bechtle’s regional IT systems integrators are also integral to the complex collaboration. When they need some peace and quiet to aid concentration, the two site managers make their home their place of work, with one day a week reserved for getting their to-do lists ticked off.
For the rest of the week, no two days’ work are alike, and together they make up a journey consisting of thousands of tickets and constantly changing goals. On the A2 and all manner of communication. Often taking detours from the original plan, but always firmly on track to the best solutions.
Published on Oct 11, 2018.