The Product expert in tech support is the TOGO person for all technical related questions both internal and external on assigned platforms. You have the ability to relate to customers their views and issues, locally and in other countries and cultures. You use your excellent technical problem-solving and follow-up skills to achieve a high customer satisfaction.
Key Responsibilities:
- As a product expert you act as technical interface between customers, service, sales and global solutions.
- You support in technical issues and dispatch solutions to our service organization.
- You actively help clarification offers, spare parts and help estimating required service time to fix issues.
- You provide technical support, remote service and telephone service for both customers and Field Service Engineers
- You provide technical trainings and actively participate in creating training tools & documentation
- You manage pro-actively customer escalations ensuring pain point are address structurally.
- You actively support new product integration and help ensuring that our field service engineers have the necessary support & training before a product launch.
- You take ownership of support cases, organize and monitor the resolution in a timely manner
- You support and promote a safety first culture throughout the team, company and at customers sites.
- You spend about 20% of your time at customers, 40% desk support, 20% process and platform improvement and 20% training.