You manage and take full ownership of Customer Service cases, providing first- and second-level support to internal and external customers via hotline, remote sessions, and on-site troubleshooting.
You reproduce technical issues in the service lab, coordinate repair or replacement of customer hardware, and perform debugging and problem resolution at customer sites when required.
You deliver and execute commissioning and product training for Riedel solutions, directly consulting with customers, system integrators, consultants, and internal stakeholders to ensure successful system delivery.
You participate in the 24/7 Service Level Agreement hotline during local business hours and contribute to compensated on-call weekend support.
You collaborate closely with global Support, Pre-Sales, Sales, Product Management, and R&D teams across regions to ensure seamless customer experience and solution alignment.