Responsibilities

• Provide efficient installation support, perform planned maintenance procedures, diagnose issues and perform repairs in the assigned territory. This will include on‑site and remote support for customers and staff.
• Work as a team member with the Technical Services Manager to prioritize customer technical support and service expectation goals.
• Utilise the escalation process to resolve customer service delivery issues and conduct root cause analysis that will lead to effective problem solving.
• Ensure full documentation of all assigned complaints, follow‑up actions, root cause analysis and final resolution within the Customer Complaint tracking system.
• Provide appropriate follow‑up communications with internal and external customers to ensure resolution and proper follow‑up, leading to customer satisfaction.
• Manage follow‑up activity through to full resolution.
• Maintain and provide records of all acti...