Supervisor Service Technical Support

Key Responsibilities:

Technical Support:

• Provide technical assistance on-site or remotely with minimal supervision.
• Model and enforce safety and security guidelines at all times.
• Lead customer meetings and root cause investigations as directed.
• Proactively identify potential issues and coordinate with relevant departments to reduce impact.

Sustaining:

• Lead development and maintenance of software-related documentation.
• Provide support and documentation to internal teams, SWE, and external customers.
• Collect and document enhancement requests from internal and external stakeholders.

Projects:

• Participate in review, Alpha/Beta testing, UAT, and validation of remote monitoring solutions.
• Support customer trials and participate in departmental procedure development.
• Contribute to monitoring offering procedures, DRB, and stakeholder meetings.
• Create and deliver assigned training content.

Administration:

• Document cases for tracking and reporting purposes.
• Manage intercompany relationships and product support processes.
• Work with leadership to define procedures, institute best practices, and enforce standards.
• Coordinate team schedules and ensure effective communication with management and peers.
• Comply with company policies and maintain clear communication with upper management.

Continuous Improvement:

• Learn new technologies quickly and apply them to customer environments.
• Multi-task effectively in fast-paced environments to meet deadlines.
• Attend product and professional development training.
• Stay updated on new products, revisions, and updates that affect operations