Support continuous improvement by maintaining knowledge articles, completing structured shift handovers, and contributing to a 24/7 global support operation.
Accurately diagnose, categorise, prioritise, and escalate incidents and requests in line with service targets and operational standards.
Ensure seamless handovers to resolver groups and between shifts, with clear ownership, status updates, and next actions documented.
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Monitor reactive cases owned by internal support organizations
Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.
Build strong customer relationships through effective communication, customer advocacy, and service excellence
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Interface directly with manufacturing and corporate representatives to help create and execute preventative maintenance schedules.
Interface directly with manufacturing and corporate representatives to help resolve complex quality, process, or safety defects.
Troubleshoot and identify potential decisions or solutions for mechanical errors, safety issues or general operating inefficiencies with assembly production processes.
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