Jr Global Service Professional

MAIN PURPOSE OF THE ROLE

Provides technical support to the Global Service organization, contributing to remote and field support activities, service documentation, product support, and cross-functional initiatives. Works closely with experienced Global Service professionals and internal functions such as R&D, Quality, Manufacturing, TPD, and Marketing to develop technical knowledge and support service-related activities for existing and new products.

MAIN RESPONSIBILITIES

• Supports Level 3 Field Support activities under the guidance of experienced Global Service professionals, including remote troubleshooting and technical issue investigation.
• Develops knowledge of products, service tools, manuals, logs, and troubleshooting methodologies.
• Identifies and troubleshoots basic product issues, escalating complex issues as appropriate.
• Supports technical activities performed by local service personnel and the implementation of Technical Service Bulletins (TSBs).
• Participates in field co-travels and On-the-Job Training (OJT) activities to develop technical and customer-facing competencies.
• Follows applicable processes and procedures related to DHS products and customer support activities.
• Contributes to the development and review of technical and service content.
• Supports the development, review, and maintenance of service and quality documentation in accordance with applicable processes and procedures.
• Participates in cross-functional meetings, contributing to discussions and activities from a Global Service perspective.
• Executes assigned project and service deliverables, working toward agreed timelines and objectives.
• Collaborates with Planning, Quality, R&D, Engineering, Manufacturing, TPD, Marketing, and local Service organizations on assigned activities.
• Participates in cross-functional teams to investigate and resolve product and software-related issues.
• Works with Service Representatives worldwide to support timely issue escalation and resolution.
• Contributes to ensuring that service documentation is technically accurate and compliant with applicable processes.
• Supports the development and implementation of service strategies for existing and new products.

In specific locations, the pay range may vary from the range posted.