Description
Introduction
Are you looking for a dynamic, international environment where you as The Expert will be the 'hero' when you solve difficult technical problems. Do you like to travel 20-30% and meet people from different cultures? Then the position as metro engineer at our client might be the perfect position for you!
Sector Information
The Customer Support Organization is responsible for the installation, qualification, repair and maintenance of our client systems at there customers' sites and is responsible for the necessary transfer of know-how to the customer. Local Customer Support branches (Field Support) perform these tasks at the customers within their specific region. The Global Support Center is responsible for providing technical support to the local CS branches in order to maximize there client tool performance.
Job Mission
Help there partners in Field Support maximizing tool performance, by providing a responsive one-stop shop for diagnostic support, specialized skills, and knowledge.
Job Description
Solve complex technical problems by remote analysing data and creating pro-active action plans.
When not able to solve problem remote, travel onsite to solve problem at customer site.
Involve additional help timely in case we are not able to solve the issue within the GSC-WW group or foresee exceeding timing of escalation process.
Facilitate in escalations from other continental GSC's (Asia/USA) towards Factory
Manage the (technical) escalation, secure that the right data is available and provide routine update to management and stakeholders.
Identify, secure and support rollout of improvements for installed base machines.
2.Knowledge proliferation
Identify learning by use of IRP (Incident Repeat Prevention) process and make sure that proper follow-up is secured.
Mentor trainees and deliver feedback on potential improvements
Proliferate knowledge to the field at every opportunity:
o Integrate background information in action plans
o Combine on-site support with knowledge transfers to local organization
3.NPI preparation
During the NPI phase be assigned to the project in order to gain the required skills and knowledge to independently support field escalations. Be in charge of your own training plan and indicate what is required.
Transfer and share gained skills and knowledge within WW GSC in order to establish and maintain equal continental GSC continental support teams.
Onsite introduction phase support by delivering knowledge/escalation handling to local organization.
Michael Bailey International is acting as an Employment Business in relation to this vacancy.