Operation Specialist Level 3

● Be a first tier in responding to customer queries in a timely and accurate way via internal systems and according to team protocols

● Be responsible for communicating and aligning with the communication protocols in the internal channels to create visibility to all the organization about the customer issues

● Proactively identify platform status and its multi functions and act for fast recovery or escalate to a higher level

● Help customers use specific features and train according to internal tutorials or delegate to higher levels

● Update our internal databases with information about technical issues and valuable discussions with customers

● Follow up with customers to ensure their technical problems are resolved

● Conduct remotely the on-site inspections and audits to verify the proper installation, calibration, and performance of deployed assets and internal systems.

● Drive operational excellence by identifying inefficiencies in work flows and implementing process improvements.

● Use real-world failure metrics such as Mean Time Between Failures (MTBF) and Mean Time to Failure (MTTF) to assess reliability and optimize asset life cycles.

● Gather and analyze customer feedback, service reports, and failure trends to improve system performance and user experience.

● Monitor and audit internal processes to ensure compliance with best practices, safety standards, and regulatory requirements.

● Utilize remote diagnostics and predictive maintenance to detect early signs of failure and reduce downtime.

● Collaborate with operations, IT, and field teams to troubleshoot and resolve issues efficiently.

● Document test results, quality issues, and corrective actions to drive continuous improvement in field deployments and internal operations.