Senior Executive, Technical Service

REPORTING TO : HEAD OF OPERATIONS
JOB PURPOSE : Lead technical team to ensure highest level of customer satisfaction and product reliability by providing expert level-level technical support, leading complex issue resolution, acting as a critical bridge between customers, internal engineering teams, and the business to drive product improvement and retention.
Key Responsibilities:
Expert Technical Resolution & Leadership
Serve as the highest level of escalation for critical, complex, or chronic technical issues that frontline support cannot resolve
Lead the diagnosis, troubleshooting technical issues that frontline support cannot resolve.
Develop and document advanced solutions, workarounds, and best practices for recurring problems.
Mentor and coach the technical support team mechanic/electrician/technician
Customer Relationship & Strategic Partnership
Manage technical relationships with key or strategic customer.
Translate complex technical concepts into...