Senior Technical Support Engineer
CurrentPrimarily responsible for secondary technical response and follow-up of customer issues including listening and understanding issues, documentation of issues, assigning call type and priority, gathering data, investigating, and isolating the issue. We work closely with Field Management and Field Service teams to utilize various tools for proactively identifying potential system failures and preventing catastrophic system failures. * Proactively review data of the Install Base to reduce unscheduled maintenance events. • Coaches junior personnel.• Assists in the development and implementation of processes, programs, and incentives to foster team member growth and development including training program development.• Assists TSE and FSE with difficult service events. .• Communication and follow up to insure TSE are fully informed of all new information related to products, procedures, customers and company policies. •Responsible for continuous post mortem assessment of calls; communicating trends to the appropriate parties for larger scale issue resolution; acting as a representative of the department in some of the larger scale issues resolution task teams.
