Education:
• bachelor's degree or equivalent experience in engineering or technical field.
experience:
• 3+ years supporting products and customers in a technical capacity.
• familiarity with the oracle erp system.
• strong organizational and problem-solving skills.
• microsoft office (word, excel, power point)
• must be fluent in english.
responsibilities:
• manage open customer issues via tracking system.
• provide data for periodic reports, such as usage metrics, support activity logs, open case reports.
• find optimal solution by engaging in discussions with customers, applications, and sales.
• consolidate and stay current on service manuals, retrofit instructions, technical bulletins, and parts lists.
• provide prompt support to service technicians, sales engineers and customers via email and phone to resolve non-routine technical problems.
• escalate software defects and advanced issues to tier 2 product support.
• coordinate the field service force schedule to better assist customers with on site support.
• stay up to date on new product features and improvements through collaboration with engineering and product marketing teams.
• document quality control issues (isight) and provide feedback to stakeholders