Field Technical Support
About The Position
Deliver reactive and proactive activities according to the Service Level agreement to ensure customer satisfaction and loyalty. Addresses and manages customer-relation issues with promptness and appropriateness, ensuring that concerns are resolved and escalated as per established protocols. Provides comprehensive technical services, encompassing post-sales and service delivery support, while efficiently addressing application issues for both remote and local accounts across standard and specialized systems. Leads direct post-sales technical support for end users and organization's authorized service providers, resolving technical challenges on designated hardware and software platforms. Employs proactive monitoring methods and tools to identify opportunities for preventing problems and enhancing customer experiences. Maintains departmental documentation on work orders, software, inventory, and other paperwork required. Aligns individual work with strategy, collaborates with teams to enhance operations and implement process improvements to standardize processes globally. Adheres to established standards, ensuring data confidentiality, and supports execution of business processes with independent judgment. Completes process-oriented assignments, shares technical information, and supports department-level operational plans. Identifies and solves varied problems and completes day-to-day tasks with forward planning and minimal supervision.
Requirements
- High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence
- 4-6 years of related work experience
- Servicing digital printing equipment, technical customer support, on site customer support, Mission Critical, systems experience or troubleshooting Mechanical and Electrical subsystems in a related field
- Automation Commissioning
- Customer Relationship Management
- Customer Support
- Electrical Engineering
- Electromechanics
- Electronics
- Environment Health And Safety
- Field Service Management
- Hand Tools
- Key Performance Indicators (KPIs)
- Operating Systems
- Preventive Maintenance
- Process Improvement
- Safety Standards
- Technical Services
- Technical Support
Responsibilities
- Deliver reactive and proactive activities according to the Service Level agreement
- Address and manage customer-relation issues
- Provide comprehensive technical services
- Lead direct post-sales technical support
- Employ proactive monitoring methods and tools
- Maintain departmental documentation
- Align individual work with strategy
- Adhere to established standards
- Complete process-oriented assignments
- Share technical information
- Support department-level operational plans
- Identify and solve varied problems
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
