Tech Support/Product Specialist - Derbyshire

Job Description

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