The Role
- Help for Customers / Field Service
- Making that all incoming requests received via Tech Support Account are handled within defined KPI’s
- answered by the employee himself
- by sending required spare part(s)
- ·or; in case the request can’t be handled by services; the issue is escalated to a product manager
- In house training of engineers, and customer demos of instruments
- Tracking and maintaining raised tickets (cases and NCR’s)
- Ensure the Tablet Testing lab is kept clean and tidy
Duties & Responsibilities
- Reply to enquiries by phone and e-mail
- Evaluate incoming fault reports and initiate appropriate measures:
- Registration of incoming requests (setup Tickets)
- Support customers by remote troubleshooting
- If necessary, request support from product specialists
- Ensure prompt handling of customer complaints
- Inform Head of Services in case of major deviations and for cases which can’t be handled by Tech Support in order to assure proper handover to 3rd Level Support/ Product Management