Technical Support Specialist

Handle inbound support requests from clients via phone or email, ensuring timely and complete resolution of issues.

Administer and manage customer complaints, queries, and technical issues, escalating as necessary to meet Service Level Agreements (SLAs).

Collaborate with technical engineers and service teams to resolve customer problems and manage part orders to ensure on-time service.

Maintain accurate data within internal CRM and reporting systems.

Act as a first-line troubleshooter, delivering high-quality technical support and escalating more complex issues to technical teams.

Collect and manage product data from customers and the market to improve service quality and customer satisfaction.

Ensure customer satisfaction by meeting quality service standards and adhering to technical KPI targets such as FTFR and TTS.

Proactively work with Cost of Aftermarket (CAT) teams to help reduce support costs while maintaining service standards.