Product Support Specialist

2 weeks ago

Gurugram, India Career Stone Consultant Full time

PLEASE READ THE JD BEFORE APPLYING. - THIS IS NOT IT SUPPORT.


Business Line

Global Service

Department/Sub Department

Product Life Cycle


Purpose of this position

Global Product Support (Level 3) supports Regional Tech Support (Level 2) from COMPANY in solving technical queries for the CTCS product portfolio. He/she processes from L2 Support routed, functionally escalated customer inquiries and provide solutions.

The Global Support Engineer of L3 Support are the focal points to involve further non-Service Organizations like QM, R&D/TPMs, manufactures etc., who provide L4 Support.


Knowledge Transfer into Service and through different service levels is at all times ensured.

Roles & Responsibilities / Tasks

Global Product Support (Level 3) is entrusted with the following tasks in their function:


Main Tasks:

Monitoring and acceptance of allocated Service Requests (Cases), functionally escalated from L2 SupportCreation of service requests in the ticketing system for requests from Regions, who do not use the COMPANY ticketing systemAnalyze service requests considering the SLAs and the priorityMonitoring OLA timesExtended Remote Support using Visual Support, Remote Access Services (RAS) or email / phoneSolving issues, which could not be resolved at Regional Tech Support (Level 2) while respecting the SLAsCommunication of status and solutions for service requests in the ticketing toolDocumentation of problem-related solutions with the help of knowledge articles, error tree updates, etc.Routing (functional escalating) service requests, that cannot be resolved in L2 Support, to further processing organizational units, taking into account the applicable OLA'sInterface management towards Level 4 with internal (Quality Management, R&D, Adaptation,) and external support partners – even outside the COMPANY ticketing systemInitiation of hierarchical escalations if necessaryDemanding know-how transfer from Training and L4 Support to constantly improve the skill level

Providing know-how via (online) training, newly created knowledge articles, documentation reviews etc.Further development of processes as part of the continuous improvement process in order to increase customer satisfaction and optimize service provisionData exchange folders (ID Gard boxes) creation and maintenance of Contribution to continuous service improvement towards a global, efficient and transparent structure to increase effectiveness and efficiency Deriving continuous product improvement

Special Tasks:

Processing technical spare parts clarifications Providing onsite support to customers on special request where highest service skills are needed to solve service requestsContribution to continuous service improvement towards a global, efficient and transparent structure to increase effectiveness and efficiency Identification of new business opportunities Deriving continuous product improvement

Requirements:

  • Degree/diploma in engineering with 6-10 years professional experience in technical service in various support levels
  • Strong service mentality and the ability to successfully carry out systematic problem analyzes even under pressure
  • Taking over responsibility, handling customer and colleagues with respect
  • Communication : Fluent in spoken and written English and Hindi
  • Strong Analytic skills
  • Good Knowledge of MS Office : Excel, Word, Power point
  • Knowing Power BI will be an added advantage

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