Product Support Engineer II

PURPOSE

RESPONSIBILITIES

• Duties are listed in order of greatest importance, the incumbent may be asked to perform other function-related activities in addition to the below mentioned responsibilities as reasonably required by business needs:
• Answers and resolves hotline calls from customer or field staff and escalates or reroutes when necessary.
• Assists with field service activities & administration, including creating & reviewing metrics. Analyzes reports to identify problems & take corrective actions.
• Complies with all business processes, quality standards and recommends process improvement as applicable including use of Oracle & Salesforce application
• Coordinates with other business units to resolve customer requests & issues, including special projects.
• Maintains new & existing documents including, but not limited to, training records, service manuals, technical bulletins and guides, and customer registration & training records.
• Oversees and reviews necessity of parts/tools inventory including parts returns, ordering and management of financials
• Participates in continual process improvement measures including the communication of technical updates & department process changes.
• Provide training & support to Customer Support staff, all Field Service Engineers, as well as customers.