Technical Support Engineer

Your tasks

Responsible for post-sales support activities, including repair services (both return-to-factory and field repairs), technical support, field service activities, and other customer service requests. Develops and executes the annual operational plan for the department, identifies and recommends improvements to products, processes, and procedures, and contributes to the planning and achievement of broader business objectives.

Role & Responsibilities

• Owns the resolution of post-sales technical customer issues and provides Level 1, Level 2, and Level 3 technical support.
• Depending on the product complexity, a single individual may handle all support levels, or support responsibilities may be divided among specialists with progressively advanced technical expertise.
• Collaborates with senior stakeholders across the business, including SPB and EB-level personnel, to define requirements, communicate project approaches, and present findings and recommendations.
• Manages standardized service and project processes, ensuring departmental implementation of updated policies, procedures, and guidelines introduced by other functions. Exercises judgment in selecting appropriate actions within established frameworks.
• Supports a diverse customer base across the region, operating within predefined contracts and service frameworks while maintaining flexibility to address specific customer requirements and business needs.

Requirements

• Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 4 years of experience in Services).
• Minimum of 5 additional years of experience in Technical Support.
• Strong oral and written communication skills.
• Strong interpersonal and leadership skills.
• Ability to influence others and lead small teams.
• Lead initiatives of moderate scope and impact. Ability to coordinate several projects simultaneously. Effective problem identification and solution skills.
• Proven analytical and organizational ability.