Helpdesk Team Lead

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Description

Job Description: The Lead Helpdesk Engineer will be involved in a broad sum of diverse activities performed in the interest of delivering and supporting the dealership network via the Online Helpdesk. They will establish strong links with Dealers globally. Main Duties & Responsibilities · Provide technical support to Terex Dealers & Field Service support alike, over the Automated Helpdesk & Call Centre System too enable swift resolution of technical issues. · Provide accurate feedback to Dealers promptly. · Ensure proper logging of all issues. · Keep track of Dealer issues until they are resolved by adhering to the agreed timelines. · Prioritize and manage the Helpdesk issues based on Timeline, Important, Dealer. · Generate technical reports for the Technical Support Manager detailing the fault(s) found & repair method utilised to ensure in-field issues are clearly understood by providing all necessary information on those issues. · Work with all internal groups, including, Marketing, Sales, Engineering, Product management Quality, Electrical. · Identify Dealer learning & development needs. · Tracking/Creating call log for each month. · Working with Warranty Team relating to Technical Dealer claim details. · Promote ideas for product enhancements or feasible cost reductions identified while dealing with Dealer Technical Issues. · Attend Quality & Technical Forums. Additional Duties · Work flexibly to meet the needs of the department · Support Field Service & Training Departme

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