We are looking for a Customer Field/Support Manager for post-sale activities.
The position requires interfacing with clients as a technical expert both during the initial implementation and ongoing support at the customers site.
Responsibilities:
Provide Tier 1-3 level support including reproduction and documentation of system events.
Lead, mentor, and motivate the support teams, ensuring they have the tools, knowledge, and support needed to provide outstanding customer service.
Monitor and manage day-to-day support activities, including ticket management, issue resolution, and service level adherence.
Onsite and Remote installation Worldwide.
Ability to diagnose, troubleshoot, and resolve issues by providing root cause analysis to the customer.
Perform onsite customer training during initial installation and ongoing as required.
Collaborate with customers to engineer effective solutions incorporating our product.
Collaborate with the Pre-Sales and Sales Team as needed to educate as well as get customer needs/requirements.
Monitor all assigned cases for customer support and update all activities on the company tracking system.
Documents service and installation actions by completing forms, reports, logs, and records.
Requirements: 3 to 5 years experience working in IT or OT Infrastructures Networking Fundamentals, Traffic capture and analysis, IT or OT Network Protocols, Security, Scripts, Batch files.
Advanced level Windows and Linux environment mastering including OS installation, system modification, and debugging.
3 to 5 years of experience as a Technical Support Team Leader/Manager or similar role.
Proven troubleshooting capabilities of software and hardware issues.
Great customer interpersonal and communication skills.
Availability for frequent traveling
Experience with multidisciplinary systems.
Advantages:
High-level database management, installation, and troubleshooting: MSSQL, MySQL, Oracle, Postgres, Maria DB.
Experience with OSI PI and OPC data systems installation and support.
Familiarity with SCADA high level.
Presales background
Knowledge of Industrial Control Systems (ICS).
This position is open to all candidates.