**Responsibilities, authorities and accountabilities**
- Own the resolution of post-sales technical customer issues.
Level 1,2,3 Technical Support - Resolves post sales Technical Issues.
As the technical depth required to resolve an issue increases, the level of skill set increases.
For some products 1 individual may handle levels 1,2 and 3 while for other products these may be separate individuals with increasing skill sets.
- Works together with high level people from the business and SPB and EB level.
Specifies needs, communicates about project approach and presents outcomes of research done.
- Handles standardized project processes.
Guidelines for choosing the right actions.
Processes and procedures are frequently updated by other functions and have to be implemented in the department.
- Handles diverse clients in a region.
Works on the basis of predefined contracts and frameworks.
Some latitude to deviate from those conditions.