Houston, United States
almost 2 years ago
- Conducts technical and/or administrative, mainly pre-defined support activities for service operations and delivery.* Processes incoming orders, inquiries and/or requests regarding products and/or services.* Performs order management for assigned customers, manages and files clients' information in the information system.* Supports customer remotely and onsite, and provides 1st level user support in case of arising issues.* Drives complex issues and questions to respectively qualified Service Technicians or Service Engineers.* Cooperates with clients and sales representatives to clarify orders and issues. * Participates in investigating and resolving commercial and/or technical problems. * Supports pre-and/or post sales technical product advice for development, implementation and operation of customer solutions. In general: Thinking is associated with the analysis of situations and interpretation of procedures to resolve problems within established frameworks. Performs "trouble-shooting", when issues are different in nature and complexity, and needs some deeper understanding of underlying principles. Position at these level provide support to less experienced operations staff on a regular base, in administrative or technological environment, and both internally and externally to customers. "Master Technician / Administrator": Vocationally trained positions that need high degree of practical experience and theoretical understanding to perform complex tasks in the related field of work. Work performed is issue-driven rather than determined by routined processes. In technical areas, incumbent deliver specialized services in isolated and exposed situation as stand-alone individual contributor (i.e. as Service Technician on customers building site, etc.) - or similar complex situations.For administrative operations, most of the situations in this level will be covered by the description displayed in the Leveling Core Chart - Professional (-? see there). 7 -10 years knowledge in basic theory and practise is minimum Both advanced practical and theoretical understanding and some significant advanced vocational experience is required to oversee and manage the diverse and relatively complex tasks in the related field of work.