סקירה כללית
About The Position We are looking for a Customer Field/Support Manager for post-sale activities. The position requires interfacing with clients as a technical expert both during the initial implementation and ongoing support of Waterfall Solutions at the customer’s site. Responsibilities * Provide Tier 1-3 level support including reproduction and documentation of system events. * Lead, mentor, and motivate the support teams, ensuring they have the tools, knowledge, and support needed to provide outstanding customer service. * Monitor and manage day-to-day support activities, including ticket management, issue resolution, and service level adherence. * Onsite and Remote installation Worldwide. * Ability to diagnose, troubleshoot, and resolve issues by providing root cause analysis to the customer. * Perform onsite customer training during initial installation and ongoing as required. * Collaborate with customers to engineer effective solutions incorporating our product. * Collaborate with the Pre-Sales and Sales Team as needed to educate as well as get customer needs/requirements. * Monitor all assigned cases for customer support and update all activities on the company tracking system. * Documents service and installation actions by completing forms, reports, logs, and records. Requirements Mandatory * 3 to 5 years’ experience working in IT or OT Infrastructures – Networking Fundamentals, Traffic capture and analysis, IT or OT Network Protocols, Security, Scripts, Batch files. * Advanced level – Windows and Linux environment mastering including OS installation, system modification, and debugging. * 3 to 5 years of experience as a Technical Support Team Leader/Manager or similar role. * Proven troubleshooting capabilities of software and hardware issues. * Great customer interpersonal and communication skills. * Availability for frequent traveling * Experience with multidisciplinary systems. Advantages * High-level database management, installation, and troubleshooting: MSSQL, MySQL, Oracle, Postgres, Maria DB. * Experience with OSI PI and OPC data systems installation and support. * Familiarity with SCADA – high level. * Presales background * Knowledge of Industrial Control Systems (ICS).
דרישות המשרה
* Provide Tier 1-3 level support including reproduction and documentation of system events. * Lead, mentor, and motivate the support teams, ensuring they have the tools, knowledge, and support needed to provide outstanding customer service. * Monitor and manage day-to-day support activities, including ticket management, issue resolution, and service level adherence. * Onsite and Remote installatio
