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Tier 3 Support Engineer, iTero APAC

Align

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Description

ESSENTIAL DUTIES:

  • Focal point for all cases escalated by support Tiers 1 & 2, Professional Services, and Partners.
  • Performs detailed problem analysis and root cause determination.
  • Represents VOC (Voice Of Customer) for improvements 
  • Escalating complicated unsolved issues including detailed logs (managed with JIRAs), casework notes, diagnostics, and reproduce steps, to development or product experts.
  • Provide reports on day to day issues (SQL/BI)
  • Provides assistance and education to lower tiers
  • Expert in iTero application and ability to link all application in the dental office
  • Support NPI activities – UAT, LMR and product launches
  • Support and be responsive to off-hours emergencies and activities
  • Travel to meet customers/LABs and local support team

RESPONSIBILITIES:

  • Serve as iTero Technical & Business focal point.
  • Analyzing and resolving complex technical and business issues
  • Accountable End2End till customer receives feedback
  • Provide Root Cause Analysis (RCA) when needed.
  • Feedback from the Install Base to R&D (functionality/HW)
  • Suggest improvements to the product based on field experience
  • Build support procedures to lower levels
  • Knowledge sharing and training
  • RMA analysis
  • Support SW deployment stages and exhibitions

QUALIFICATIONS

  • More than 3 years of experience as tech support (Tier 3) in high technology global multi discipline equipment companies (medical companies – Advantage)
  • Proven customer facing skills
  • Ability to work in Dynamic constantly changing environment
  • Self learner
  • Proven experience in the fields of:
  • IT/network/PC/IIS/SQL/Windows/OS Admin
  • SQL server, SQL querying, Stored procedures
  • Proven scripting abilities
  • Analysis and troubleshooting capability
  • Eager to improve customer experience
  • Excellent verbal and written English communication skills

SKILLS REQUIRED:

  • Language: English (written and spoken)
  • Soft skills
  • Independent worker, one that is “Fire & Forget” kind of guy
  • Serviceability very important
  • Team player
  • Presentation skills
  • Self-learner 

WORK SCHEDULE / HOURS

Normal work hours Monday – Friday 9:00am to 5:45pm, based in Meguro office

  • Japanese (writing, reading, speaking) is mandatory 

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We also respect your privacy. Our Applicant Privacy Policies can be found here: http://jobs.jobvite.com/align-tech/

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