As a Product Expert you manage the knowledge base of a certain product range in order to support our technical field team in performing their service and maintenance job.
Your tasks:
- Manage the technical data of one of our products and make it available in an accessible way for our technicians & the helpdesk/hotline: maintenance procedures, service procedures, spare parts lists...
- Remotely support the field team
- Point of contact for technical escalations from the Service team and the first line helpdesk
- Make analysis of issues in the field & determine the right prioritisation towards our Quality monitoring board.
- Take part in that Quality board & represent Service operations
- Take part in a rolling system of 24/7 support towards our teams and customers
- Support on the creation of training for the technical team
- Act as the point of contact for the latest info on the product
- Develop the structure and tools for how the service engineers should work
- Monitor the serviceability of the product and act as a driving force over the improvements to be implemented in next design release
- Keep close contact with the product owner, translate the product strategy into field actions and give the necessary feedback out of the field towards the product manager
- Manage the technical changes & coordinate the field actions to execute these
- Monitor customer needs for specific features and translate / prioritize these towards product management