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 enable remote resolution or diagnosis before dispatch to allow for first-visit resolution. your role: provides advanced first-line remote technical support to customers, communicates solutions or actions, acting in accordance with regulatory guidelines. receives and registers requests or problems from all media channels. accurately documents service records, including diagnostics, resolution, test procedures, and case status using the service management system. owns the customer's case in an ambassador role, ensuring the correct knowledge and diagnostics are captured for first-time right resolution when a field engineer attends the site. acts as escalation initiator on customer service escalations, providing clear escalation descriptions and steps taken for resolution/troubleshooting during normal service delivery. handles complaints (safety and non-safety related) or feedback, following processes to ensure accurate information capture for timely follow-up. you're the right fit if: experience with incident resolution and ticket management. experience with ris and pacs systems. technical skills on os (windows server 2008-2019). basic networking understanding (vlan, load balancer, switches). how we work together we believe that we...