Product Support Representative III

Job-Title: Product Support Representative III Description: Troubleshoots complex problems. Resolves complex problems using advanced troubleshooting skills and all available resources. Gathers data from multiple sources within and outside client, synthesizes the data into useful information. Develops solutions and provides product technical support to field teams, channel partners, customers on complex product problems while developing channel partners'' technical and Customer Support capability. May lead the research, development and implementation for a broad range of support services and initiatives to provide support for channel partners, customers, and company personnel in order to drive customer satisfaction. Participates in developing and authoring Product Improvement Program (PIP) solutions. Participates in cross-functional teams (Product Development Process, Order Fulfillment Process and Customer Support Process) internally and externally, providing information and identifying Product Support''s concerns and issues for the team. May lead projects. May develop and deliver advanced technical content training materials. Travels to collect failure data and application data to provide problem definition on complex problems. May serve as a resource to other Product Support Representatives, Quality Improvement Teams, etc. Responsibilities: Monitor and analyze case from the Global Support Center data to understand emerging issues within the Operations Center and JDLink and develop a prioritized list of product line improvements with that data and customer feedback Create technical documents for training users of the software Assist with resolving complex problems and knowledge source for the Global Support Center on issues escalated through the Problem Resolution Process Assist with technical training for web and mobile solutions for internal users, marketing and support groups Following the Problem Resolution Process, takes a lead role in troubleshooting and solving complex problems for field teams, channel partners, or customers using advanced diagnostic skills, and systems and tools to access all existing published information. Under the framework of established processes, takes a lead role in analyzing data from multiple sources within and outside client and works through cross-functional teams to resolve technical problems on new products. May develop and author solutions/bulletins for complex problems that can be utilized by field teams or channel partners. In a factory environment, under direction, may be responsible for Product Improvement Program (PIP) development and implementation. Provides feedback regarding product performance, deficiencies and customer requirements. This may include maintenance of reporting and monitoring tools and participation in Product Development Process (PDP) and/or Early Detection Problem Resolution (EDPR) teams. May track competitive activity. May develop Parts and Service Programs and pricing strategies. Adapts, develops and delivers technical training for complex products, services or initiatives for field teams and channel partners. May monitor results and identify gaps. Under direction and utilizing the established processes may be responsible for identifying requirements for publications; and liaison with publications groups. May travel to the field to provide problem resolution on complex problems. May assist on territory including support of marketing and/or quality department activities. Proactively identifies own training needs to maintain current on product enhancements: attends appropriate training as needed. May assist less experienced Product Support Reps in this regard.

Created: 2021-11-29