Remote Service Engineer The purpose of the Remote Service Engineer is to receive, understand, route and handle customer technical requests such as product or service malfunctions. These requests or Incidents can be received via multiple contact channels, which include the creation of Cases or Work orders, Parts requests, and communicating status and providing solutions to the customer to enable Remote resolution, or Diagnosis before dispatch to allow for First visit resolution. - Provides advanced first line Remote technical support to customers, communicates solutions or actions, acting in accordance with our regulatory guidelines. - Receives & registers requests or problems coming in from all media channels. - Accurately documents service records inclusive of diagnostics, resolution & Test procedures, & Case status using the Service management system. - Taking ownership of the customer's case in an ambassador role, ensuring where required the correct knowledge & diagnostics are captured to allow for First Time Right when the Field engineer attends site. - Acts as escalation Initiator on Customer service escalations, and provides a clear escalation description of steps taken for resolution/troubleshooting during normal service delivery process steps. - Acts on Complaints (safety / non safety related) or feedback, following agreed processes to ensure that information is captured accurately as possible, to allow for timely follow up