Provide direct technical assistance (remotely and onsite) to ST Engineering iDirect’s customers;
Identify, follow-up, resolve and document customer technical complaints with regular feedback to management and customer;
Plan, design and contribute to commercial roll-out projects such as installations, acceptance tests and training;
Execute and lead service interventions such as system upgrades, configuration changes and preventive maintenances;
Interface with other departments on product deficiencies, whilst acting as the customer’s liaison;
Contribute to Product Lifecycle Management by providing input for Products improvement via continuous interaction with Systems Engineering and lead company task forces to restore and resolve Customer Problems;
Issue technical bulletins, procedures and work methods in order to maintain and extend the STE iDirect product knowledge base;
Assist in the validation, documentation and training of new products and software releases;
Be part of rotating shift duties in support of 7x24x365 operations as part of the follow-the-sun support in collaboration with other offices collaboration;
Participate actively in continuously improving STE iDirect’s operations;
Administer efficient working of infrastructure and assist to install an effective equipment base.
