Support Engineer - Medellín

10 Minutes ago • 2-4 Years

Software Development & Engineering

Job Description

This role involves providing comprehensive Field Engineering support to large and complex clients, taking full ownership of onsite service activities. The successful candidate will perform advanced maintenance and low-complexity installations, offering technical feedback to enhance service delivery. They will use advanced tools and knowledge to resolve client issues, identify systemic problems, and proactively support team members. The role also includes contributing to improved client service metrics and documentation, and monitoring technical and process issues to recommend improvements.

Must Have:

Provide full range of Field Engineering support for large/complex clients
Take complete ownership of onsite service activity
Perform advanced-level maintenance on all products, including low-complexity installation
Provide technical feedback on equipment, systems and processes to improve overall service delivery
Use advanced tools and technical knowledge to resolve client problems and conduct scheduled installs
Identify and resolve systemic issues within the team
Proactively support the needs of other team members, providing technical assistance and expertise
Contribute to improved client services metrics reporting and documentation
Monitor technical and process issues, proactively informing the manager and/or team on offering improvement recommendations
Knowledge in MAC support
Generally, 2-4 years’ experience in area of responsibility

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What success looks like in this role:

Provides the full range of Field Engineering support for an assigned base of large / complex clients.
Takes complete ownership of onsite service activity.
Performs advanced-level maintenance on all products, including low-complexity installation activities.
Provides technical feedback on equipment, systems and processes to improve overall service delivery.
Uses advanced tools and technical knowledge to resolve client problems and conduct scheduled installs.
Identifies and resolves systemic issues within the team.
Proactively supports the needs of other team members, providing technical assistance and expertise.
Contributes to improved client services metrics reporting and documentation.
Monitors technical and process issues, proactively informing the manager and/or team on offering improvement recommendations. #LI-DT1