Service Adviseur - China, Nederland - Siemens

Beschrijving

Responsible for incident management of customer support and CSE/CAS support by telephone, e-mail, ticket system, and/or onsite to local service personal/ end-user, mainly in the responsible timezone.

Make use of service history, remote capabilities, collaboration tools, problem solution techniques, services knowledge base, decision support tools, and knowledge sharing within own/cross regional teams
Implement solution or provide action plan, spare parts recommendation, and a follow up of actions with economic piece of mind
On request of the local service organisation perform on-site support

Proactive and reactive compilation and evaluation of statistics and issue of adequate reports concerning errors and problems in regard to the support of the product, with corresponding interaction with HQ Product Support for product and systems improvement.

Maintain at all times strict compliance to ethical principles and Health, Safety, and Quality norms of the company.

Actively transfer knowledge into and around RSC support team to keep a well-balanced skills profile thus maintaining a high quality of service.

As required and on behalf of Product Education, perform Initial and/or Advanced IT Training (only for IT related functions) for Customers and CSE alike on site and in formal classroom settings, and lead Regional Workshops.

Mentoring of new and/or "junior – level" employees