- Assistência médica
The Batch Support Specialist will work for Command Alkon in Bogotá, Colombia. The opportunity is perfom tier 1 on support responsabilities for the Command Alkon Automation products, including Commandbatch, the premier concrete plant automation system in the world with over 13.500 installations.
Here's What You’ll Do:
- Provide time critical Support Services which include identifying solutions to software, hardware, and plant issues
- Analyze concrete plant processes to design and implement solutions
- Software application / operating system issue diagnosis and resolution
- Plant electrical and mechanical troubleshooting
- Execution of customer requested configuration/modification and testing
- Evaluation, diagnosis, and correction of control system production performance issues such as dosing accuracy, production speed, product (concrete) quality
- Troubleshoot, identify, diagnose hardware issues and execute corrective actions
- Instruction/oversight of system component replacements
- Provide value-added Support Services which include
- Installation of software, and software upgrades
- End-user training
- Generation of quotes and submission of orders for system components
- Proactive courtesy calls
- Respond to customer requests received via various contact center voice and digital channels
- Document work activities in CRM application to ensure SLA compliance
- Properly escalate unresolved issues to the appropriate person, team, or department
- Track customer issues through to resolution within specified time limits
- Provide prompt and accurate information to customers
- Perform follow-up activities with customers
- Prioritize and manage several open issues at one time
- Provide after-hours, on-call, and weekend customer support on a scheduled basis.
Who you are:
• You have a technical or bachelor’s degree or equivalent in industrial controls, electrical, and/or computer field;
• You can read, understand, troubleshoot electrical circuits documented in wiring diagrams;
• You are familiar with production facilities, weighing systems, dosing equipment ;
• You have a good understanding of how computers are built, how they work, and have previous hands-on experience with Windows OS environments ;
• You have a solid understanding of computer networks and how they work (ethernet TCP/IP) ;
• You possess strong cause-effect analytical abilities used to solve problems.;
• You can provide step-by-step technical help in both verbal and written form;
• Excellent communication and time management skills and a positive attitude are musts.;
• You like to train customers on how to use innovative software to help their business;
• You like a challenge and work well under pressure;
• You recognize how systems or things connect end-to-end to transform an input to an output – allowing you to quickly isolate based on what you hear or see where the problem most likely is;
• You have a natural curiosity for how things work, never accepting that things "just happen" and move on.
Soft Skills: team work, work oriented, flexible, good communication, previous experience with customer support.
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