.Country: MexicoLocation: LOC5025 : Centrum ParkESSENTIAL FUNCTIONS AND BASIC DUTIESAssists customers by providing support and troubleshooting of all Sensitech products, services, and solutions.Research, respond, and resolve various customer inquiries received via telephone, e-mail, voice-mail, and ticketing system in a timely manner.Learn and master specific company products, their technical requirements and modes/methods of operation – as per the product matrix.Communicate with end users at their level of expertise to solve problems via face-to-face interaction, telephone, remote PC applications, and/or e-mail.Maintain a high standard of customer satisfaction while following Sensitech policies, procedures, and warranties.Manage coordination of Technical Service Case Management processes using the global ERP system.Review existing procedures (Work Instructions) to ensure compliance with current practice and Sensitech's Quality System.Collaborate with internal sales representatives, Analysts, Program Managers, Engineering, C3, and other support members to ensure that customer issues are resolved appropriately. Provide necessary guidance and recommendations to the internal customers to avoid technical issues.Conduct Hardware evaluation of electronics and create/provide evaluation reports to the customer.Log and track support calls in the designated ERP and ticketing system(s), prioritize and escalate jobs as required to ensure customer satisfaction.Identify trends in the support calls and develop documentation (in combination with other support members) to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity, or repeated activity.Brief customers as well as management on the status of current resolution efforts and attend daily/weekly meetings as requested or required.Recommend means for product or system improvements including procedural steps, increased training, and enhanced documentation – assist with the execution of the recommendations.Conduct deep dive investigations to discover the root cause of the issue to avoid future occurrences. Escalate issues to Engineering, Data Center, or Quality departments through the established CAPA/CAR procedures.Access software updates, drivers, knowledge bases, and FAQs resources on the Intranet/Ticketing system to assist with end users' issues.Assist the team to meet cost delivery services metrics benchmarks consistently.Develop and/or maintain standard troubleshooting documentation.Facilitate responses to customer complaints and manage communications in response to confirmed field failures.Assist with the development and testing of newly designed products for operational integrity and function.Conduct product training for Technical Service Representatives on a regular basis and assist them to initiate, design, and manage effective support solutions as directed by our business needs.Other tasks as assigned
