Lead Technical Support Engineer

Job Description Summary

This is Lead Services Specialist - Technical Support who will be responsible for post sales support of customer issue. This can include repairs (both returns and field), technical support or a field service or other service request Impacts departmental operations and responsible for planning/execution.

Job Description

Essential responsibilities will require you to

• Own the resolution of post-sales technical customer issues. Level 1,2,3 Technical Support - Resolves post sales Technical Issues.
• As the technical depth required to resolve an issue increase, the "level" of skill set increases. For some products 1 individual may handle levels 1, 2 and 3 while for other products these may be separate individuals with increasing skill sets.
• Developing in-depth knowledge of technical discipline. Uses prior experience and acquired technical expertise to execute policy / strategy.
• In-depth understanding of key business drivers; uses this understanding to accomplish own work.
• In-depth understanding of how the work of own team integrates with other teams and contributes to the area.
• Uses some level of judgment and has ability to propose different solutions outside of set parameters but with guidance.
• Uses prior experience and on-the-job training to solve straightforward tasks.
• Has access to technical skills and analytic thinking required to solve problems.
• May use multiple internal sources outside of own team to arrive at decisions.
• A job at this level is likely to be an individual contributor with proven interpersonal skills or an early people leader who can hire and develop talent.
• Provides informal guidance to new team members

• This role requires advanced experience in the Services & Technical Support.
• Knowledge level is comparable to a Bachelor's in Engineering degree from an accredited university or college certification with 5+ years of experience and 3+ years of relevant experience in Monitoring & Diagnostic or Field Services

• Advanced oral and written communication skills.
• Demonstrated ability to analyse and resolve problems.
• Ability to document, plan, market, and execute programs.