Support Services Engineer

The International Services Engineer is responsible for providing proactive customer service and remote technical support for complex problems with a product or its installation. Supporting product managers and senior engineers on product escalations, whilst directly responsible for achieving key personal performance goals for customer satisfaction, hotline support, service revenue, order delivery and inventory control.

Responsibilities

• Provide proactive and reactive remote customer service and communications to customers, distributors, and internal personnel.
• Perform remote troubleshooting on Central Control software and hardware via chat, email and/or phone.
• Track, report, and follow up on product and technical issues using established escalation processes.
• Assist or coordinate a robust order delivery completion, providing summary of work to the Service Management.
• Implement projects to drive efficient improvements in serv...