Review incoming communications (e-mail, phone and chat) from customer on issues. Provide information as requested, conduct phone and on-line support to resolve issues. Determine if a field service visit is required, what parts are needed on-site for that visit and what skill sets the field engineer needs to be successful. Provide information to field service coordinator to quote visits and assist with scheduling field service visits. Investigate product complaints at customer sites, perform root cause analysis of failures, and propose remediation in a timely fashion. Analyze complaint data and generate prioritized actions to address shortcomings associated with the company’s products and services. Provide technical information and documentation as needed to support field engineer’s visits.

Work with field service coordinator to close open issues/tickets to assure that all customer requests are resolved. Determine long- term training needs for department and help to coordinate training. This position reports to field service supervisor.