- Be the first responder (mainly remote) for troubleshooting and technical requests from customers or the sales team by using a ticketing system;
- Contribute to the selection of equipment to meet the needs of the installation;
- Participate to the creation of service bulletins in collaboration with the Technical Writer;
- Perform prototype testing with the workshop team;
- Conduct monthly analysis of the division’s key performance indicators with the Customer Support Manager and R&D Director, and set targets for improving the customer experience;
- Inform the Customer Support Manager the dealer needs (training, videos, certifications, etc.);
- Participate in product improvements process (designs, drawings, manual updates, service bulletins);
- Report to the engineering department any recurring problems on equipment and requiring product redesign;
- Report major problems and ensure their resolution;
- Where necessary, create change requests based on tickets received;
- Participate in processing change requests.