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Technical Customer Support Associate III

hace 2 meses

Tlalnepantla, México Solenis A tiempo completo
Technical Customer Support Associate III

Key Responsibilities:

  • Meet with key account customers or large customers who have defined contract or Service Level Agreement (SLA) agreements and goals to be achieved.
  • Have customers assigned, allowing this individual to monitor commercial technical work, route inspections, maintenance, small plants, and produce follow-up reports, events, and action plans.
  • Ensure all work performed is disclosed to the client and proven compliance with the SLA by maintaining contact with all client levels.
  • Report to the TCS Coordinator, but all reports should be sent to the Sales Account Manager, sales representative of the Region (if applicable), and KA Manager.
  • Hold a monthly meeting with the Region of Sales Rep to align priorities for the next months.
  • Cover the assigned territory with the support of Technicians on trade issues and training in order management.
  • Ensure best practices and processes at TCS level on the field and ensure quality of installation.
  • Define and carry out agreed service protocols according to quality standards.
  • Respond to service requirements in a timely manner.

Requirements:

  • Meet with key account customers or large customers who have defined contract or Service Level Agreement (SLA) agreements and goals to be achieved.
  • Have customers assigned, allowing this individual to monitor commercial technical work, route inspections, maintenance, small plants, and produce follow-up reports, events, and action plans.
  • Ensure all work performed is disclosed to the client and proven compliance with the SLA by maintaining contact with all client levels.
  • Report to the TCS Coordinator, but all reports should be sent to the Sales Account Manager, sales representative of the Region (if applicable), and KA Manager.
  • Hold a monthly meeting with the Region of Sales Rep to align priorities for the next months.
  • Cover the assigned territory with the support of Technicians on trade issues and training in order management.
  • Ensure best practices and processes at TCS level on the field and ensure quality of installation.
  • Define and carry out agreed service protocols according to quality standards.
  • Respond to service requirements in a timely manner.