Technical Support Engineer

2 days ago

Ahmedabad, Gujarat, India Jekson Vision Full time US$ 60,000 - US$ 1,20,000 per year

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 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.

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