Printing and Packaging Installation Specialist

Job Overview

The primary goal of this role is to provide exceptional customer support and installation services to clients. This involves resolving technical issues, conducting training sessions, and ensuring seamless post-installation experiences.

Responsibilities

• Offer telephonic support and redirect complex queries to the support team as needed.
• Coordinate with the support department regarding client query resolution and take updates from clients after the resolution.
• Plan for final training and support visits.
• Conduct online or in-person training and installation sessions.
• Visit clients' sites for support and conduct necessary meetings.
• Collaborate with the sales department on post-installation client requirements and prepare supporting documents.
• Meet with the support department to review current status and plan next steps.
• Review performance through mail/images and dispatch certificates accordingly.
• Coordinate upcoming training and retraining with the sales department.
• Prepare a visit timetable for installation and support visits.
• Diagnose root causes of problems and document them via images, videos, and Pro-Active documents.
• Maintain a thorough record of visits and expenses.
• Adhere to ISO documentation standards.
• Provide phone support for global customers.
• Respond to email queries within 24 hours.
• Deliver high-quality customer-driven support service resolving inquiries at the first point of contact.
• Diagnose and resolve technical hardware and software issues.
• Research required information using available resources.
• Coordinate with the sales team on aftersales requirements.
• Gather customer information, determine the issue, and interact with customers to provide process information.
• Share monthly complaint reports with the department head.
• Analyze complaints and details, review actions, and submit yearly departmental reports and action reviews.

Required Skills and Qualifications

• Strong technical skills in mechanical, electrical, electronics, and telecommunications.
• Excellent communication and problem-solving abilities.
• Ability to work independently and collaboratively as part of a team.
• Diploma or equivalent in a related field.

Benefits

• Competitive compensation package.
• Ongoing professional development opportunities.
• A dynamic and supportive work environment.

Others

• Opportunities for career growth and advancement.
• A chance to make a meaningful impact in the printing and packaging industry.