Oversees the efforts of a team of technical service representatives, applying specialized technical or scientific knowledge/product applications. Maintains ongoing relationships with key customers and interfaces with sales staff on a regular basis and serves as an expert in handling complex queries.
Act as first-line supervisor of a team providing customer service support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Deal with most complex and valuable issues.
Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes...