Lead Engineer PLS Support

In this role, you will be responsible for ensuring seamless communication between the company and its clients, while providing technical and operational support throughout the product lifecycle. Your expertise will contribute to maintaining high service standards and driving improvements across various stages of product development and customer engagement.

• Customer Liaison: Serve as the key contact between our organization and clients, ensuring all customer needs are addressed proactively and that Service Level Agreements (SLAs) are consistently met throughout the system's lifecycle, from initial deployment to end-of-life.
• Technical Assistance: Provide phone and email support for system-related issues, including troubleshooting, handling complex spare part matters, installation support, reviewing technical documentation, and managing all customer inquiries through the ticketing system.
• Product Development: Participate in new product development projects to gain in-depth knowledge of the systems, ensuring service requirements are incorporated into new designs and supporting Product Lifecycle Management (PLM) over the long term
• Process Improvement: Define and implement both operational and organizational processes that enable high-quality product lifecycle services while driving continuous improvement initiatives.
• Customer Requests for Changes: Lead and assist with redesigns to address bug fixes, quality improvements, safety and reliability enhancements, cost optimizations, and the introduction of new features or upgrades to our systems.
• End-of-Life Management: Collaborate with development and engineering teams to design and specify replacement parts, addressing obsolescence and ensuring system longevity.
• Production Support: Work closely with production teams to resolve quality and supplier-related issues, ensuring uninterrupted manufacturing processes.
• Sales Support: Collaborate with the sales team to help address customer-focused Service Level Agreements and assist in their promotion.