Job Description
Key Responsibilities
- Managing and prioritizing issues to ensure timely resolution by collaborating effectively with cross‑functional teams, including Customer Service, R&D, Quality, and Product Line departments.
- Identifying key field issues and providing valuable feedback to contribute to continuous improvement efforts in product performance and customer satisfaction.
- Offering technical information, expert guidance, and remote assistance to Field Service Engineers (FSEs) for effective machine troubleshooting and issue resolution.
- Serving as 2nd level support for technical and quality issues specific to assigned machine platforms, demonstrating in‑depth knowledge and expertise in these areas.
- Utilizing the JIRA service desk system proficiently to efficiently manage issue resolution, meeting or exceeding Service Level Agreement (SLA) requirements.
- Actively participating in structured knowledge transfer sessions and levera...