Maximize customer customer experience by incorporating systems and service expertise into the development and continual improvement of the product portfolio. Represents services in cross functional teams to incorporate service requriements into new products and service offerings. Provides leadership in the analysis, escalation and resolution of product issues. Assist customers in obtaining maxiumu value through application and product performance support.
Major Areas of Accountability :
Provide technical direction for the design for service and support specifications for new equipment services offerings and project solutions. Responsibile for the definition and development of support concepts and plans (training, calibration, maintenance, repair, service parts, etc). Ensures service relevant requirements are in place for product launch.
Drive continual product improvement through the establishment and monitoring of product performance metrics.
Support product specification validation through product evaluation and product pre-release testing.
Monitor and investigate developments in equipment reliability and support methods and technologies.
Collaborates with Training group to develop structure and content of training classes.
Provide technical direction and customer interface as required to resolve customer service issues exceeding the capabilities of MTS Field Service and Tech Support staff.
As part of product launch, transition product and domain knowledge to Marketing and Sales group with the objective of the Application Engineering providing Sales support.
Articulates complex issues in a readily understandable manner (technical & incident reports).
Performs other duties and responsibilities as assigned.
Bachelor's degree with 5 years of product development or support experience, or a two year degree with 9 years of product development or support experience.
Proven ability to successfully define product support requirements for standard and complex equipment and service support offerings. Provide expertise in one area of specialization.
Equal Opportunity/Affirmative Action Employer/M/F/V/D
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