Cases are received, logged and then routed to the appropriate Level 1 engineer with expertise in the specific product application area. Specific issues may vary widely in their difficulty and complexity. The Americas Support Center also provides a second and third tier of specialized application support expertise to respond to escalated customer support situations. When the situation dictates, the field-based support organization is utilized as well for local support assistance.
Local support is limited to one or two days, as required to resolve the case.
The Customer Applications Engineers in the Americas Support Center are organized in application teams, with each team led by a Team Leader who oversees the management of all cases through the team and through all phases of escalation. All Rights Reserved.