Technical Support Engineer

Location 

• Abhishree Corporate Park , Ahmedabad

Department

• Services

Reporting To

• DM – Services

Job Description

• Onsite Customer visit for Installation & Support to resolve all technical issues
• Resolve all the technical & Non technical issue onsite.
• Maintain a complete pre-installation checklist and checklist of all the installation done at customer place and to provide the copy of the same to Sales & CCD Synchronize the same to be used as reference
• Provide Technical Support to Customers and Onsite Engineers
• Reproducing Customer Issue: For all the expected solutions given to customer and the issue still continues /or new issue arise to reproduce the customer issue by setting all parameter same as at Customer site and to resolve the issue in coordination with development team.
• Reply to mails (related to Central region) on support ID / forward to concern team.
• In-absence of Service Manager to make action plan and sent it to customer and doing necessary formalities to send the Engineer on site after coordinating/Informing Service Manager
• Material Follow-up if required for engineer
• Coordinating with Engineer and Customer to process engineer visit , like proving contact details of each-other to both service engineer and Customer
• Coordinating with Engineers when on site and provide them with documents as and when required.viz. pre-installation form, RMA
• Generating tickets and intimating the same to engineer and customer in writing
• Ticket closure with all required documents with closure mail to customer for confirmation.
• Updating active tickets and sending open tickets details to all senior service engineer and Service manager on weekly or fortnightly basis with reminders for sending pending MOMs
• Providing Password to all engineers as and when required either by phone of SMS.
• Co-ordination with Embedded team, development Team, IT Team and PHP team (Licence Related) and CCD Team.
• In absence for any support team member to help the service manager in handling the region and following instruction of Service Manager for the same.

Educational Qualification

• Diploma / B.E / B.Tech (Electrical / Electronics / Mechanical)

Experience

• 2-5 Years

Desired Candidate Profile

Preferred Industry Experience: Electromechanical / Automation / Pharma Machine Manufacturing

• Skills and Knowledge required:
  • Service & trouble shooting of embedded systems
  • Good understanding of Customer problem, SW/HW knowledge
• Competencies (Behavioural Skills) required:
  • People Management
  • Customer Centric
  • Negotiation Skills
  • Relationship Skills
  • Analytical and Problem Solving
  • Proactive
  • Communicate effectively, verbally and in writing, to a diverse audience.
  • Plan, organize and prioritize work.
  • Demonstrate the highest level of ethical behavior.
  • Remain flexible in order to adapt to changes in work environment.
  • Study and apply new information, and take initiative.
  • Excellent time-management, problem-prevention and problem-solving skills.
  • Work accurately with close attention to detail.
  • Maintain confidentiality of sensitive information.
  • Possess a work ethic that includes neatness, punctuality and accuracy.