Advanced Project Engineer Role

2 weeks ago

Pune, Maharashtra, India beBeeTechnical Full time ₹ 1,04,000 - ₹ 1,30,878
Technical Project Specialist Job Description">

Deliver top-notch customer satisfaction as a skilled Technical Project Specialist for Blending and Movement Automation (BMA) applications. This critical role ensures exceptional technical support response, communication, and resolution of cases, working within a global team to maintain best-in-class service standards.

Key Responsibilities:

  1. Collaborate with a dedicated global team of technical resources focused on delivering customer satisfaction excellence for designated BMA applications.
  2. Ensure each customer's experience meets the high standard of technical support, providing professional and best-in-class results.
  3. Prioritize cases daily and ensure they are handled by the most appropriate resource/function within the global organization.
  4. Provide timely communication and status updates on case progress until resolution.
  5. Ensure customer satisfaction and issue resolution before cases are closed in Salesforce.
  6. Actively drive Knowledge Centered Support (KCS) principles within the team.
  7. Engage in creating new articles and updating existing articles for all problem cases.
  8. Share knowledge articles with customers, service, and project engineers through various channels.
  9. Improve the case handling process by developing Data Collection Guidelines, Audit Documents, and other tools.
  10. Work within Communities of Practice to gather and document knowledge.
  11. Engage in product readiness from a Technical Support perspective, collaborating with Technology teams to ensure product issues are addressed according to agreed customer communication and resolution timeframes.
  12. Meet or exceed compliance metrics and associated Key Performance Indicators (KPIs) established for case response, case resolution, customer status updates, and customer satisfaction.

Required Skills and Qualifications:

  • Extensive product knowledge related to Blending and Movement Automation (BMA) applications.
  • Good technical understanding of the usage of specific BMA applications within the Heavy Process Industry.
  • Excellent communication and collaborative skills, both verbal and written.
  • Experience in working within global teams and coordinating across regions.
  • Strong problem-solving and troubleshooting abilities for complex technical issues.
  • Familiarity with Knowledge Centered Support (KCS) principles.
  • Ability to create and maintain technical documentation.

Benefits:

  • Opportunity to work with a global team and contribute to exceptional customer satisfaction.
  • Chance to develop strong problem-solving and troubleshooting skills for complex technical issues.
  • Opportunity to engage in creating new articles and updating existing articles for all problem cases.
  • Chance to improve the case handling process by developing Data Collection Guidelines, Audit Documents, and other tools.

Others:

  • Bachelor's degree in Engineering or a related technical field.
  • Opportunity to travel to engage with customers on site and at events, to drive cross-functional teams, to receive or deliver training, and to support implementation of improvement strategies.

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