1. Technical Support & Service Coordination
a) Provide expert technical assistance to customers and field service teams.
b) Diagnose and troubleshoot equipment issues, recommending corrective actions.
c) Coordinate service interventions, repairs, and maintenance schedules.
d) Liaise with OEMs (Original Equipment Manufacturers) for technical resolutions and warranty claims.
e) Monitor equipment performance and recommend maintenance plans or component replacements.
f) Travel to customer sites as needed to provide onsite support and inspections.
2. Customer Relationship Management
a) Build and maintain strong relationships with customers to understand their operational needs.
b) Conduct regular site visits to assess equipment performance and customer satisfaction.
c) Provide training and guidance to customers on equipment usage and maintenance.
3. Product Knowledge & Training
a) Stay up-to-date with product developments, technical bulletins, and service manuals.
b) Deliver internal and external training sessions on equipment operation and maintenance.
c) Support the sales team with product demonstrations and technical presentations.
d) Train customers and internal staff on proper equipment usage and technical reports.
4. Reporting & Documentation
a) Maintain accurate records of service activities, customer interactions, and equipment performance.
b) Prepare reports on equipment reliability, service trends, and customer feedback.
c) Monitor and report on key performance indicators (KPIs) related to product support.
5. General
a) Support inventory management by advising on critical parts stocking based on equipment population and usage
trends.