IT System Support Specialist
2 weeks ago
As a Customer Service Engineer, you will provide highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems.
You will check out and approve operational quality of system equipment, instruct customers in the operation and maintenance of the system, and serve as company liaison with customer on administrative and technical matters for assigned projects.
- Key Responsibilities:
- Build up a strong R&D relationship and act as the key Support to R&D interface.
- Work with customer technical staff to replace faulty parts in the systems and support customer testing.
- Run designated acceptance testing once a part is replaced.
- Develop coding knowledge and investigate issues thoroughly before escalating to R&D.
- Use provided test tools to capture and investigate logs required by R&D.
- Communicate with customers to establish problem details and requirements.
- Investigate and resolve customer problems within contracted SLAs.
- Collaborate with other teams to resolve technical problems.
- Produce system documentation for customers and support team.
- Update call tracking system, providing status updates and action plans, and customer resolution reports for issues.
- Provide technical support to internal R&D teams during solution design, implementation, and testing phases.
- Support EMEA delivery and support teams.
- Coach internal teams on technical details and capabilities of products and end-to-end solutions.
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