Daniel Frank Email & Phone Number

Berlin, Germany

Berlin, Germany

Raleigh, North Carolina, United States

Raleigh-Durham, North Carolina Area

• Works directly with "hot-list" accounts, repeat service requests, new installs, and beta customers to ensure satisfaction.• Analyze and identify technical trends to resolve high-impact issues preemptively.• Compose and publish technical articles for support staff regarding new or newly resolved product defects.• Maintains product expertise on over eight complex robotic and automated pharmaceutical systems.• Assists onsite maintenance technicians remotely with hardware and software troubleshooting and maintenance.• Assist in identifying formal training requirements for support staff.• Trains support staff on legacy and beta products.• Expands product knowledge by reviewing product manuals and schematics.• Act as a point of technical consultation and escalation for the Technical Support Specialists.• Represent Technical Assistance Center interests on cross functional project teams.• Travel to customer sites as needed for the installation, upgrade, or maintenance of a product.

Raleigh-Durham, North Carolina Area

• Provides level one technical support in a Technical Assistance Center environment.• Maintains problem ownership & accountability.• Follows up on problems, identifies recurring issues, process status, and follows through with customer.• Maintains documentation and service reports via electronic reporting in Salesforce.com• Maintains a knowledge base of the products, prices and services available to the customer.• Fosters positive customer relations by responding to inquires in a cooperative, supportive, and professional manner.• Represent Technical Assistance Center interests on cross functional project teams as needed.