Product Support Hotliner

Your opportunity

The Hotliner position is part of the Product Support Americas organization. The activity of the Hotliner happens during the night or during the weekend (shift rotation according to the planning with the second Hotliner). The job can take place remotely with a secured internet connection. The hotliner is responsible to answer the calls received from the customers from the US, Canada and the Caribbean. The hotliner is the first point of contact to help troubleshoot the customer technical issues on all equipment delivered in the NAM zone throughout the whole life of the equipment. When a call is received, the Hotliner must open a ticket in CEP Contact Center and manage or escalate the ticket to additional Technical Experts with the 365 Technical Assistance (Follow The Sun). Either way, the Hotliner is responsible to follow-up the troubleshooting process and stay in contact with the customer to receive or give updates from or for additional experts. The Hotliner is responsible of the closure of the ticket open during his shift. The Hotliner is also responsible to support other SIDEL colleagues (FSE, PM, CCM, ASM) in contact with the customer giving support through email or telephone. The Hotliner is also in charge of the distribution of the appropriate technical documentation to the customer or FSE to help the troubleshooting process of all the equipment. A concise report of the shift activity (call log and ticket reference) must be delivered at the end of the shift (night or weekend)

Your Mission

• Provide night / weekend telephone & email support to our external customers as well as to our Field Service Engineer on all type of equipment in a timely manner.
• Participate to the Contact Center Ticketing System to record the technical issues under a Ticket and record all activities, exchange of information and a concise report of the solution provided to support our external customers as well as our Field Service Engineer on all type of equipment.
• Record and manage the ticket open in the Contact Center until the resolution and closure of the technical issue. Use the 365 Technical Assistance (Follow The Sun) if required or Product Support from the NAM zone.
• Apply Root Cause Analysis methodology on equipment automation and mechanical issues, driving data collection and preventive/corrective action. Report in concise manner the issues seen and reported by the customer in the Ticketing System to allow a clear analysis of the technical issue by additional Technical Expert (365 Technical Assistance)

Your Profile

• 3 years at least of technical assistance and/or field experience
• Knowledge of one SIDEL equipment like SBO, FILLER, LABELER, etc.
• Ability to manage and satisfy customer requests
• Basic knowledge of mechanic or / and electrical troubleshooting on one SIDEL equipment