Provide expert‑level Incident and Escalation Management support to field personnel, both remotely and onsite as required.
Lead and coordinate Major Incident Management activities to ensure rapid service restoration and clear communication.
Participate in New Product Introduction (NPI), gaining early familiarity with product changes and updates prior to release.
Collaborate with cross‑functional teams (Engineering, Field Service, PdM, PLCS) to identify, analyze, and troubleshoot recurring field service trends.
Act as a technical specialist/owner, while continuously expanding generalist knowledge across software, databases, infrastructure, and networking domains.
Support the Knowledge Management program, with a strong focus on “never solving the same problem twice.”
Develop and deliver formal and ad‑hoc training sessions for field and support personnel.