Field Technician - L1

Job Title

Ensure high level Customer satisfaction by clarifying Customer needs and ensuring that they are met.

Handle Customer-relation problems promptly and appropriately, provide guidance, escalate issues according to established procedures.

Provide software service, pre-sales, post-sales or service delivery support.

For Mission Critical Customers, provide proactive and some reactive services.

Monitor operation performance and work on corrective action plans (if needed).

Provide input about Customers business and industry trend information into Account Support Plan.

Mentor /Coach new hires on work process and procedures. Responsible for account growth and retention.

Typically has 2-5 years of related work experience, preferably in maintenance, quality, or a related field.

Uses ability as a skilled specialist to contribute to the development of new concepts/techniques and to complete assignments/tasks in innovative and effective ways.

Expert knowledge on the general/technical aspects of the job.

Works on assignments that are highly complex in nature where a strong degree of independent judgment, initiative and technical knowledge are required to resolve problems.

Work is completed independently and has ability to handle most unique situations.

Frequently determines methods and procedures for new assignments.