Responsibilities:

• Respond to local and regional customer technical enquiries and feedback received from customers and/or sales staff, through the appropriate questioning techniques to identify the nature of the request/complaint. 
• Advise the appropriate sales staff of the content of customer technical enquiries and customer feedback, and their outcome. 
• The above responsibilities are implemented in accordance with agreed service levels, time scales and standard operating procedures. 
• On request - deliver up-to-date technical training on company products and their related scientific background, for sales staff, other company departments, and/or customers when required. 
• Seek opportunities to convert technical enquiries into new or developed sales possibilities (e.g. lead generation, up-and cross-selling and initiating quotations). 
• Support sales promotion activities, e.g. customer demonstrations and seminars (lectures). 
• Support sales with technical review of tenders and technical follow-up for QAA’s. 
• Maintain a high level of technical knowledge and competence on specialist subjects, products and their applications. Maintain an up-to-date basic knowledge of all company products, services and their associated support literature. 
• Coordinate and administer customized product enquiries as agreed with sales. 
• Establish and maintain positive and collaborative working relationships with customers and sales staff. 
• Manage technical support information database / documentation / paperwork, prioritizing and processing this in an orderly and consistent manner, maintaining accurate, complete and up-to-date information on all technical customer requests of information and feedback. 
• Support creation of marketing materials and government relations activities by providing technical expertise. Contribute to the creation of documents that use field data and customer use cases to highlight advantages of GE products. 
• Facilitate team communication and the sharing of best practices 
• Assist with the assimilation of new hires into the organization 
• Act as a mentor to field team, providing technical and professional guidance as necessary to improve the customer experience 
• Communicate with Sales and Technical Leaders to align technical activities with sales needs and business objectives. Appropriately prioritize resources within budget constraints. 
• Communicate with local Technical Specialists and Account Managers to ensure all customer and business needs are met 
Energize team and maintain adherence of field processes 

Quality Specific Goals: 
• Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position. 
• Complete all planned Quality & Compliance training within the defined deadlines. Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization. 
• Identify and report any personal quality or compliance concerns immediately to the Quality Organization. 
• Insure timely dispatch closure. 
• Insure completion of all field modifications instructions (FMI’s) within prescribed timeframe. 
• Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible.