Delivers technical support (both onsite and remote) and maintenance services to customers, performing
troubleshooting, repair, upgrades, and installation of products and services with growing independence, while
consistently adhering to regulatory guidelines and company standards.
Documents service activities and ndings in detail, including diagnostics, resolution steps, test procedures, and
case status, ensuring accuracy and completeness to maintain transparency, traceability, and knowledge sharing.
Works under limited supervision and established processes, applying independent judgment to navigate
operational policies, ensuring compliance and delivery of consistent, high-quality service.
Acts as a specialized resource for assigned business group(s), utilizing an in-depth understanding of the
organization's tools and processes to provide expert support and guidance, contributing to the group's success
and efficiency.
Tracks and records service activities such as customer interaction time, parts usage, and service outcomes in realtime
with high accuracy, contributing to operational efficiency, accountability, and process improvements.
Prepares thoroughly for service visits by diagnosing potential issues, organizing required parts, and developing
structured action plans, with a focus on achieving rst-visit resolution to maximize service effectiveness and
customer satisfaction.
Actively addresses customer escalations, complaints, and feedback, coordinating the implementation of solutions
to maintain trust and ensure timely, effective resolution of both routine and more complex issues.
Executes moderately complex to complex service tasks in the field, utilizing diagnostic tools and troubleshooting
techniques to resolve customer concerns efficiently and ensure reliable product performance.
Supports business growth through customer engagement, identifying potential sales opportunities, upgrades, or
value-added services during service visits, contributing to customer loyalty and organizational success.
Develops and maintains technical expertise on assigned products and services, continuously expanding
knowledge and identifying opportunities for improvement in service delivery and customer support.
Participation in the 24/7 duty
