Batch Support Specialist, Bogotá

Descrição

Descrição:

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.

Outros requisitos:

Soft Skills: team work, work oriented, flexible, good communication, previous experience with customer support.