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Provide comprehensive and timely response to LBP inquiries. Responsible for the improvement of AE case resolution rates to enhance bottom-line LBP or Reps Customer Satisfaction. Maintain and support Think Customer Program. Process warranty claims and create Service Requests (SRs) accurately and on-time to service level agreement. Provide support to pre and post sales queries, including customer complaints, fiels failures, quality issues, product pricing and process the necessary product return for investigation. Close SR and forward Technical Investigation Report (TIR) to LBPs.
Effectively document cases and issues in a knowledge database called Service Management System. Regularly monitor performance measures. Work on analyzing improvement opprtunities on serice level measures. Identify action items and technical areas out of Manila scope. Regularly accomplish technical assessment exams to improve Regulators product proficiency. Train new hires when necessary.
Conduct technical investigations that result in clear-cut direction for warranty/goodwill decisions, confering with Product Engineering associates, initializing to lab work requests. Prepare and review monthly quad charts. Ensure that performance is monitored, analyzed and proper action plans are addressed in the report. Ensure on-time submission of performance reports. Ensure improvement in technical case resolution rates, service acknowledgement rates, quality of technical responses in all mediums (phone calls, emails, and SMS).
Support, participate, and join teaming activities that will foster synergy and enhance working relationships.
Performs other tasks that maybe required in supporting strategic and tactical business operations.

At least a Bachelor's/College Degree in Engineering (MA, ChE, IE, ECE, etc._, Instrumentation and Process Controls or similar. Master in Engineering or Business Administration preferred.
Minimum of 1 year professional supervisory/management experience in any of the following industries: petroleum, oil, gas, power, pulp/paper, or similar industries for Technical Support, Sales and Applications Support, Order Management of Technology and Engineering products or involvement inn Sales Quote to Cash Process.
Hands-on mechanical experience or relevant exposure to devices used in Process Control industries.
Excellent verbal and written English communication skills.
PC and MS Office literate.
Demonstrate professionalism and integrity with limited supervision.
Willing to work on rotating or graveyard shifts.
Spanish language communication skills will be an advantage due to North and Latin America support.