About the Role
Provides post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance. Responds to customer questions regarding operation and malfunctions. Advises customers on preventive maintenance and configuration adjustments to improve product performance and customer satisfaction.
•Performs technical work, often in support of professional roles
•Requires vocational training or the equivalent experience
•Performs duties according to established procedures
Has advanced and specialized expertise in an analytical/scientific method or operational process, typically developed through a combination of job-related training and considerable on-the-job experience.
Completes assignments and facilitates the work activities of others; may coordinate work beyond own area.
Proposes improvements to processes and methods.
Acts as a lead, coordinating the work of others — but is not a supervisor.
Works autonomously within established procedures and practices.
Functional Knowledge:
•Requires understanding and application of procedures and concepts within own discipline and basic knowledge of other disciplines
Business Expertise:
•Has a good understanding of how related teams coordinate their efforts and resources to achieve objectives
Leadership:
•Serves as team lead, may allocate work and provide subject matter guidance to more junior team members
Problem Solving:
•Exercises judgment, based on previous experience, practices and precedents, to identify and solve problems that arise with little or no precedent
Impact:
•Impacts the effectiveness of own team and closely related teams
Interpersonal Skills:
•Exchanges ideas and information effectively; uses tact and diplomacy when dealing with others
