- Diagnose electrical and mechanical failures in real time using voltage, current, temperature, and relay-state data.
- Direct field technicians by phone through troubleshooting, root-cause identification, and resolution.
- Guide technicians through mechanical challenges encountered during installation or repair.
- Reference case history and diagnostic charts to resolve recurring or complex hardware issues.
- Identify and report the replacement parts needed to complete each repair.
- Document every technician interaction accurately and completely so the next person picks up a clear case.
- Resolve a high percentage of incoming requests independently once trained, escalating when a problem needs engineering input.
- Support technicians during evening hours, when field crews on later schedules depend on a responsive team behind them.