Responsible for all technical support related aspects at a specific customer, including escalations, fleet performance, system installations, improvement programs, and upgrades
Job Summary
Responsible for all technical support related aspects at a specific customer, including escalations, fleet performance, system installations, improvement programs, and upgrades.
Acts as an intermediary and field escalation focal point between the customer and the Division, providing technical support and documentation to field engineers and technicians.
Initiates and reviews ECOs, generates and presents system performance data, and creates/reviews documentation covering technical improvements, system upgrades, and support plans.
Matching Summary
Responsible for all technical support related aspects at a specific customer, including escalations, fleet performance, system installations, improvement programs, and upgrades.
Skills & Requirements
Must-have
Technical support for customer equipment
Field escalation focal point
Alpha and Beta site support
ECO review and field communication
System performance data generation
Customer-level presentations
Nice-to-have
Supportive work culture
Continuous learning and development
Pushing boundaries of possibility
Materials science and engineering expertise
Key Requirements
Requires conceptual and practical expertise in own discipline
Requires knowledge of best practices and market integration
Requires ability to act as a resource for colleagues
Requires ability to solve complex problems
Requires ability to impact customer and operational activities
Requires ability to explain difficult information and build consensus