Support Technicians in the field to ensure the most effective and efficient performance in executing jobs.
Support Technical Call Centers and Field Technicians in complex equipment issues dealing with customers.
Act as a key element of the problem-solving process by ensuring a timely technical feedback from the market.
Collaborate in proactively managing customer complaints and issues, by participating in the analysis of the root cause of the problem to drive technical resolution.
Collaborate in auditing Technicians’ field performance and process adherence, highlighting improvement areas, providing feedback and developing action plans to close gaps.
Analyze data to prevent/identify potential issues with products/technicians.
Oversee the certification and training of Technicians.
Ensure customer data accuracy on the Install base systems.
Requirements
3-5 years’ experience in a similar role.
Degree in Engineering or similar.
Experience in Problem Solving/5 Whys/Root Cause Analysis.
Extensive experience in mechanical and electronic components.
Knowledge of network and ICT protocols.
Ability to manage customers, Sales Reps and Field Engineers.
A technician mindset with a full focus on the product.