Assist field personnel in providing remote and on-site customer support and services.
Develop emergency service plan for customers.
Recommend process improvements to achieve customer service and sales goals.
Analyze issues and develop resolutions in a timely fashion.
Plan and schedule customer support related trainings to field staffs.
Provides guidance and training to customer personnel in establishing Educate customer about the product operation and maintenance procedures.
Coordinate onsite contractors for facility support as necessary.
Supervise all product installations and the related repair and maintenance activities when required.
Complete service orders and service reports in a timely manner.
Monitor the issue resolution status and time closely.
Act as the main point of contact for customers for any complaints, inquiries and issues.
Update technical manual and reference guides with the recent product updates and developments.
Develop training programs to assist support engineers to acquire necessary product expertise.
Attend educational workshops and trainings to develop sufficient knowledge to conduct field support activities.
Participate in industry events, conferences, meetings, etc to develop business networking and references.
Stay updated on latest industry trends and developments.