Customer Support
- Perform as the primary point of contact for our operations customer inquiries, troubleshooting requests, and product-related issues.
- Respond to requests and enquiries via email, phone, or chat in a timely and professional manner, providing accurate and helpful information.
- Coordinate with internal teams, including technical support, sales, and engineering, to address concerns and resolve issues promptly.
Product Development
- Provide technical assistance and guidance on product installation, operation, maintenance, and troubleshooting.
- Collaborate with technical support engineers to diagnose and troubleshoot complex technical issues, escalating as needed to ensure timely resolution.
- Support ongoing product development working with product development teams, providing feedback on key product development and manufacturing decisions.
Product Processing and Logistics
- Coordinate product processing, including internal order processing, shipment tracking, and delivery coordination, to ensure timely and accurate delivery of product with both internal and external product suppliers.
- Work closely with logistics partners and internal stakeholders to expedite shipping and resolve any issues related to product delivery.
Documentation and Training
- Develop and maintain product support documentation, including user manuals, troubleshooting guides, knowledge base information, to assist customers and internal teams.
- Support product training sessions for customers, sales representatives, and other stakeholders to enhance product knowledge and support capabilities.
- Coordinate and manage all documentation associated with external manufacture and supply.
Quality Assurance
- Monitor internal feedback and satisfaction levels to identify areas for improvement and implement corrective actions as needed.
- Support the implementation of Infravision quality assurance standards with external suppliers and manufacturers.
Cross-Functional Collaboration:
- Collaborate with cross-functional teams, including product development, quality assurance, marketing, and sales, to communicate customer feedback, identify product improvement opportunities, and drive continuous improvement initiatives.
What we are looking for
Required Qualifications and Experience
- Bachelors degree in Business Administration, Industrial Engineering, or related field.
- Previous experience in customer support, technical support, or product manufacture and development roles.
- Strong communication skills, both written and verbal, with the ability to effectively communicate technical information to non-technical audiences.
- Excellent organizational skills and attention to detail, with the ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Ability to work independently and collaboratively within a team environment.
- Problem-solving skills and ability to think creatively to find solutions to customer issues.
- Experience in the manufacturing, technology, or engineering industry is a plus.
- Good knowledge of Quality management standards and application of ISO quality systems.
