Education:

• Bachelor's degree or equivalent experience in engineering or technical field.

Experience:

• 3+ years supporting products and customers in a technical capacity.

• Familiarity with the Oracle ERP System.

• Strong organizational and problem-solving skills.

• Microsoft Office (Word, Excel, Power Point)

• Must be fluent in English.

Responsibilities:

• Manage open customer issues via tracking system.

• Provide data for periodic reports, such as usage metrics, support activity logs, open case reports.

• Find optimal solution by engaging in discussions with customers, applications, and sales.

• Consolidate and stay current on service manuals, retrofit instructions, technical bulletins, and parts lists.

• Provide prompt support to Service Technicians, Sales Engineers and Customers via email and phone to resolve non-routine technical problems.

• Escalate software defects and advanced issues to Tier 2 Product Support.

• Coordinate the Field Service Force Schedule to better assist customers with on site support.

• Stay up to date on new product features and improvements through collaboration with engineering and product marketing teams.

• Document quality control issues (iSight) and provide feedback to stakeholders