Job Title: Technical Support Specialist About the Role The purpose of this role is to provide technical support to customers, receiving and understanding their requests for product or service assistance. Cases or Work orders may be created, Parts requests made, and status communicated to customers to enable remote resolution or diagnosis before dispatch. - Main Responsibilities: - Provide advanced first-line technical support to customers, communicate solutions or actions, and act in accordance with regulatory guidelines. - Receive and register customer requests from multiple channels. - Accurately document service records, including diagnostics, resolution, and test procedures, using a Service Management System. - Take ownership of customer cases, ensuring correct knowledge and diagnostics are captured for First Time Right when a Field Engineer attends site. - Act as an escalation initiator on Customer Service escalations and provide a clear escalation description of steps taken during normal service delivery process steps. - Address Complaints (safety and non-safety related) or feedback, following agreed processes to ensure accurate information capture for timely follow-up. Requirements Key Skills and Qualifications: - Advanced technical knowledge of products and services. - Excellent communication and problem-solving skills. - Able to work in a fast-paced environment and manage multiple tasks. - Familiarity with Service Management Systems. What We Offer We offer a range of benefits, including professional development opportunities, competitive compensation, and a dynamic work environment. Contact Information