Managing and prioritizing issues to ensure timely resolution by collaborating effectively with cross‑functional teams, including Customer Service, R&D, Quality, and Product Line departments.
Identifying key field issues and providing valuable feedback to contribute to continuous improvement efforts in product performance and customer satisfaction.
Offering technical information, expert guidance, and remote assistance to Field Service Engineers (FSEs) for effective machine troubleshooting and issue resolution.
Serving as 2nd level support for technical and quality issues specific to assigned machine platforms, demonstrating in‑depth knowledge and expertise in these areas.
Utilizing the JIRA service desk system proficiently to efficiently manage issue resolution, meeting or exceeding Service Level Agreement (SLA) requirements.
Actively participating in structured knowledge transfer sessions and le...