01 ott - Italia
Altro
JOB DESCRIPTION:
MAIN PURPOSE OF THE ROLE Provides technical support to the Global Service organization, contributing to remote and field support activities, service documentation, product support, and cross-functional initiatives. Works closely with experienced Global Service professionals and internal functions such as R&D;, Quality, Manufacturing, TPD, and Marketing to develop technical knowledge and support service-related activities for existing and new products.
MAIN RESPONSIBILITIES Supports Level 3 Field Support activities under the guidance of experienced Global Service professionals, including remote troubleshooting and technical issue investigation.
Develops knowledge of products, service tools, manuals, logs, and troubleshooting methodologies.
Identifies and troubleshoots basic product issues, escalating complex issues as appropriate.
Supports technical activities performed by local service personnel and the implementation of Technical Service Bulletins (TSBs).
Participates in field co-travels and On-the-Job Training (OJT)
activities to develop technical and customer-facing competencies.
Follows applicable processes and procedures related to DHS products and customer support activities.
Contributes to the development and review of technical and service content.
Supports the development, review, and maintenance of service and quality documentation in accordance with applicable processes and procedures.
Participates in cross-functional meetings, contributing to discussions and activities from a Global Service perspective.
Executes assigned project and service deliverables, working toward agreed timelines and objectives.
Collaborates with Planning, Quality, R&D;, Engineering, Manufacturing, TPD, Marketing, and local Service organizations on assigned activities.
Participates in cross-functional teams to investigate and resolve product and software-related issues.
Works with Service Representatives worldwide to support timely issue escalation and resolution.
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