Lead Technical Support Specialist

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Switzerland Global Enterprise

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 1927

🤝 B2B

🛍️ Comércio Eletrônico

B2B • eCommerce • Export

Switzerland Global Enterprise é uma plataforma nacional que oferece suporte às empresas na Suíça para promover seus produtos e serviços em mercados internacionais. A organização oferece diversos serviços, incluindo orientação para entrada em mercados, oportunidades de networking e informações sobre regulamentações de comércio exterior, ajudando as empresas suíças a expandir-se com sucesso e prosperar globalmente.

Descrição

• Provide ongoing technical support and case management daily through phone, email and other forms of communication • Investigate technical problems, reproduce issues as required, and interface with Product Line groups to drive customer issues to closure, in a timely manner and with a positive outcome • Provide recommendations for repairs, upgrades and part replacements • Maintain accurate records in the quality management, customer relationship management and ERP tools (Salesforce.com, ServiceMax, SAP etc.) • Identify training opportunities and assume ownership for self-development and training of others • Responsible for monitoring and reporting on cases escalated through the GA Non-conformance (ACT) process • Prepare documentation and maintain knowledge data base of technical tips and technical resolution outcomes • Maintain a status record and update critical case report of open issues for support level tier 1 and 2 cases • Assume ownership, follow-through and resolution responsibilities for tier 3 and 4 type cases residing with local team or with product line • Participate in product line meetings to present, update and drive resolution for open • Schedule, lead and prepare customer case summary and metric reports for review with customers on a regular basis

🎯 Requisitos

• Engineering degree or Technologist Diploma and/or related work experience • Minimum 5 years of industry experience and 5 years in related field - Monitoring & Diagnostics • Very good knowledge of the GE Vernova Monitoring and Diagnostics devices • Ability to set up equipment and reproduce customer reported issues • Flexible to work on-call, after hours support or modified hours of work to support customer specific situations

🏖️ Benefícios

• Medical, dental, vision, and prescription drug coverage • Access to Health Coach from GE Vernova, a 24/7 nurse-based resource • Access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services • GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions • Access to Fidelity resources and financial planning consultants • Tuition assistance • Adoption assistance • Paid parental leave • Disability benefits • Life insurance • 12 paid holidays • Permissive time off