Duties and Responsibilities:
- Diagnose technical issues reported by customers through phone, email, or ticketing systems, providing remote troubleshooting and guidance.
- Schedule and coordinate service visits and appointments with customers, ensuring efficient use of time and resources.
- Perform equipment installations, upgrades and preventive maintenance activities according to manufacturer specifications and service agreements.
- Test equipment functionality and performance after repairs or installations, ensuring compliance with quality standards and safety regulations.
- Provide training and technical assistance to customers and end users on equipment operation, maintenance procedures and troubleshooting techniques.
- Communicate effectively with customers, explaining technical concepts and solutions clearly and concisely.
- Escalate complex or unresolved issues to senior engineers or management for further investigation and resolution.
- Stay updated on product developments, technical advancements and industry trends to maintain expertise and provide proactive support.
- Responding to customer service requests, diagnosing equipment problems and providing timely and effective solutions.
- Performing on-site repairs, maintenance and installations of equipment and machinery.
- Conducting preventive maintenance checks and routine inspections to identify potential issues and ensure equipment reliability.
- Collaborating with internal teams, including sales, engineering and product development, to address customer needs and provide technical assistance.
- Documenting service activities, including service reports, repair logs and customer communication, to maintain accurate records and ensure traceability.
