• Provide advanced technical support for complex vehicle issues • Act as a key escalation point for Level 1 teams and dealers • Provide second-level technical support for complex vehicle issues • Support Level 1 agents and assist dealers remotely in resolving advanced cases • Diagnose and resolve complex technical issues across vehicle systems • Collaborate with Technical Delegates, Engineering, Quality and Suppliers • Contribute to improving repair efficiency, service quality and customer satisfaction • Monitor open technical issues and trigger technical discussions when needed • Apply internal processes (e.g. ITEM) to provide solutions and reduce ticket volume • Manage a minimum of ~3 tickets/day as Level 2 (plus additional Level 1 support during peak phases)

• Manage and track support cases using internal systems (PAMIR) • Ensure full traceability of each case • Respect service level agreements (SLAs) and response times • Handle an average of ~10 tickets per day • Ensure timely resolution according to standard lead times

• Provide daily technical support to customers in the use of LGC Software applications with a primary focus on IAMQC and MSDRx applications for Quality Measurement Tools. • Support methods include telephone, e-mail, and online customer meetings. • Document customer issues, actions, and resolutions within Salesforce Case files. • Document and advance cases to Level 2 as needed. • Collaborate with cross-functional teams to manage inquiries and improve processes for efficient and timely responses. • Align with the Company’s quality system and regulatory requirements pertaining to customer support and complaint handling; maintain the completeness and accuracy of case information. • Share customer feedback with Product Management, Commercial, and Quality teams. • Review marketing material for technical accuracy, including user manuals, product brochures, customer communications, and other technical documents. • Serve as a resource to product development, marketing, and sales teams as needed. • Manage and track customer inquiries to ensure timely resolution. • Provide regular reports on case status and trends to management. • Perform other duties as assigned to meet business needs.

• Provide daily technical support to customers in the use of LGC Software applications with a primary focus on IAMQC and MSDRx applications for Quality Measurement Tools. • Support methods include telephone, e-mail, and online customer meetings. • Document customer issues, actions, and resolutions within Salesforce Case files. • Document and advance cases to Level 2 as needed. • Collaborate with cross-functional teams to manage inquiries and improve processes for efficient and timely responses. • Align with the Company’s quality system and regulatory requirements pertaining to customer support and complaint handling; maintain the completeness and accuracy of case information. • Share customer feedback with Product Management, Commercial, and Quality teams. • Review marketing material for technical accuracy, including user manuals, product brochures, customer communications, and other technical documents. • Serve as a resource to product development, marketing, and sales teams as needed. • Manage and track customer inquiries to ensure timely resolution.