Engineer Technical Support

• Provide Technical Support to Sales, Service and Customer via phone and other electronic means.
• Remotely trouble shoot equipment to provide resolution. Have an eye on the Issues under escalation and ensure counter measure
• Support Sales by defining and designing winning solutions - application review/approval, product configuration advice, matching product capabilities and options to internal and external customer needs.
• Support Field Service at Gemba - support and resolution of application/technical issues, technical phone support and troubleshooting assistance
• Work with and/or support OEM s and distributors on technical application, integration, and connectivity challenges/opportunities as necessary

• Work with other members of the Technical Support team to support group initiatives, KPIs and PD activities
• Demonstrate proficiency by quickly gathering pertinent data, recommending corrective actions and following-up with internal and external customers to ensure issue closure/resolution.

Responsibilities:

• Providing telephonically support to the field force for all products issues.
• Resolving issues at Gemba either through phone or field visit.
• Serves are Go to resource for all technical issues for internal and external customers.
• Use of SFDC for Article attachment for TS case support
• Building regional technical competency, site audits and providing training.
• Able to manage assigned escalations by utilizing the escalations process.

KEY COMPETENCIES:

• Technical / Service Skills, Communication skills, to achieve monthly KPI numbers
• Good interpersonal Skills-Good relationships and contacts with customers
• Competent in computer operations
• Technical Skills - able to utilize Technical manuals for detailed understanding on technical aspects of a printer utility, should has a good service hands, understand and attend / manage to attend (through rest channels) customer application needs, technical explanation / demonstration of VJ solutions offered to customer.
• Communication skills - should have ability to communicate in very precise and brief way.
• Should have basic knowledge of packaging and coding industry.

What jobs does the position interact with on a regular basis (internal and external)

• Customer interaction (understanding VOC of customer), support sales team with customer requirement analysis and proposal of right solution. Approx. 70% time is customer facing.
• Occasional co-ordinations with service, sales & logistic team.
• Interact with Line-Managers for Daily Business Operation Update, participate in weekly, monthly, quarterly, annual meetings with higher management

EDUCATION REQUIRED:

Graduation / Diploma in Engineering with Electronics or Instrumentation.

WORK EXPERIENCE:

Minimum of 5-years of experience of customer handling (better if having exposures to packaging lines / integration solutions).

Knowledge, Skills and Abilities needed:

• Work experience - Minimum of 5 Yrs. field service experience in company offering technical Products. Candidate from existing service team or competition or Packaging service field would be preferred.

• Skills required -Technical Knowledge to understand the working and maintenance of almost all Marking and Coding solutions. Customer facing skills. Precise communication and execution of technical services.

• Travel - Position is basically for Gujrat Region only but person may be asked to visit other part of country also as special assignments.