· Act as the highest level of technical escalation for Tier 1 and Tier 2 service teams, leading the resolution of complex technical issues.
· Provide advanced remote technical support to global customers, partners, and field teams, including participation in the on-call rotation for after-hours support.
· Lead technical service activities for local customers, including troubleshooting, coordination, issue ownership, and follow-up through resolution.
· Collaborate closely with R&D, Quality Assurance, Product, and Operations teams to investigate recurring issues, improve system reliability, and drive effective corrective actions.
· Develop, improve, and maintain service documentation, troubleshooting procedures, knowledge articles, and training materials.
· Deliver technical training and knowledge transfer sessions to global service teams, distributors, and partners.
· Support system validation, software upgrades, service readiness activities, and new product introductions from a service perspective.
· Analyze service data, trends, and recurring failure patterns using Salesforce, Excel, BI tools, and other available reporting systems.
· Ensure all service activities are performed in compliance with applicable Quality, Regulatory, and Safety standards.