• Primary Interface to Technical Support • Escalation path from Field Service • First level response to CBP customer within 1 hour per contractual SLA, providing basic technical support via phone or email • Provides assistance to Field Service technicians via phone support when needed • This will include part number look up and troubleshooting • Supports products in the Americas (North, Central and South America along with the Caribbean) • Support Field Service Teams to help achieve SLA Requirements • Help drive continuous improvements to optimize system performance • Responsible for Critical Part reviews and approvals for spare part orders from Field Service. • Proactively provide inputs to Product Support Senior Technical Support members for Documentation Updates and Equipment improvements. • Assesses Product/Equipment performance based on advanced diagnostic techniques, experience & support data. • Properly documents all troubleshooting recommendations/actions in our CRM System in a timely basis. • Document asset configuration specifics in CRM based on the latest changes and obsolescence reports • Work with CBP to ensure all site drawings and ancillary equipment documentation are up to date • Maintains clear and concise business communication proficiency, both oral and written. • Travel, overtime and work hours other than Monday-Friday are required. • Must be able to be a part of an On Call Support Rotation for after hours, weekend and holidays. • Work well with peers from various backgrounds to build effective work relationships. • May travel to site to assist customer and/or field service with technical issues up to 25% of the time • May provide Operator and Technical Training to internal and external customers as required.