Senior Technical Support Specialist

Job description

Summary: This role involves monitoring the equipment's functionality operating environment and practices and provides technical support to relevant stakeholders, so they can meet their productivity targets. Additionally, you will act as the Coach, Leader and the escalation point for the Technical Support Specialist (TSS) by providing technical support, including supervising and assisting with the installation and commissioning of equipment, along with breakdown repairs as required. Ensuring our customers receive the maximum value from our equipment. Responsibilities: The Senior Technical Support Specialist's key responsibilities include: - Coaching and leading a team of TSS by imparting equipment and operational knowledge, training and providing an escalation point for customers products - Acting as a primary point of contact to identify product enhancements, product issue resolution, investigate causes of failure including use of RCA techniques, and establish priorities for resolution. - Acting as a primary point of contact on CPI (Continuous Product Improvement) projects, working closely with Life Cycle Manager. - Defining problems including observed symptoms, researching availab...