Your Role
Mission
Reporting to the Service Team Leader, you will optimize the customer journey to drive a first-class customer support experience and continue building long-term relationships and loyalty. You will be responsible for customer technical and software remote support, providing high level service and support to both internal and external stakeholders.
The software support engineer job responsibilities include but may not be limited to:
The Remote Support Engineers (RSE’s) work closely with other TechCare teams worldwide, and are responsible for remotely resolving the technical issues of our customers.
Provide support predominantly via the Desoutter remote support portal but also via phone and email to customers and internal resources
Assist in end-to-end troubleshooting to ensure rapid service restoration
Provide incident management support and perform investigative analysis while providing accurate, thorough answers in a timely manner to customer inquires
Work closely with the sales and marketing departments to ensure cross-selling and up-selling opportunities are not missed.
Developing and training of new team members is also part of your role
To succeed, you will need
Qualifications
Strong customer and quality focus with ability to keep commitments, seeks feedback and continuously drive customer satisfaction.
Ability to cooperate and communicate efficiently with colleagues and partners at all levels.
Technically and commercially oriented.
Fluent in Spanish (desirable)
Experience
Experience of networks, MSSQL databases, scripting, and manufacturing execution system infrastructure.
Experience within a manufacturing environment and operational structure of manufacturing companies (desirable)
Knowledge of RavenDB (desirable)
Education
University degree in a STEM subject or equivalent work experience (substantial additional work experience in a technical/software role without a degree).
Travel
Business travel required, sometimes up to or exceeding 50% overnight travel throughout North America, including Mexico, Canada, and occasionally other international travel.
TCS
In return, we offer you
- Excellent compensation package, including a flexible benefits plan, and generous 401 (k) retirement plan
- Health Insurance/Dental Insurance/Vision Insurance
- Paid time off
- We believe in and foster a learning culture where global mobility is an important enabler for growth.
- Our learning culture supports you on your journey: benefit from our individual learning opportunities (LinkedInLearning e.g.), our feedback culture, the internal job portal, global project assignments, or on-site training from our academy.
Diverse by nature and inclusive by choice
Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.
As a key player in the Industry, we are fully committed to our Corporate Social Responsibility and are guided in this by the United Nations Sustainable Development Goals.
Read more about our commitment and activities around Sustainability here: Sustainability at Desoutter
City
Rock Hill, South Carolina, South Carolina
Local Terms & Conditions Apply