As a field technical support, you will be a technical focal point for our Channels Partners and customers to provide remote or on-site technical support utilizing advanced technical expertise in critical printing technology areas, resolving complex issues, and collaborating with technical cross-organizations.
You will be working in a diverse environment with and extensive team, backgrounds, and different nationalities across Latin America.
The role also provides innovative problem-solving, opportunities to lead strategic projects and programs, and contributes to operational excellence in a Service Delivery Organization.
Responsibilities
- Resolves problems promptly and appropriately by providing deep technical remote support or hands-on at customer sites, escalating issues according to established process and SLAs, also leads customer expectation management as part of the escalation process.
- Take ownership of the regular and complex problems assigned, demonstrating technical authority, and holding full accountability until resolution.
- Collaborates extensively with internal and external groups to resolve customer issues, actively contributing to the team's effectiveness.
- Proper case management at company CRM
- Interprets internal/external business challenges and recommends best practices to improve products, processes, or services.
- Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.
- Keeping updated with the latest product developments and tools.
- Participate in Webinars, attend F2F training and dedicate time to self-development.
- Cultivates and maintains strong relationships up to senior management levels in assigned duties.
- Support knowledge transfer activities to customers and Channels Partners.