Engineer Technical Support

Location

Mumbai | India

Job description

• The purpose of this position is to provide service excellence to our OEM customers by efficient responses
• This position will indirectly contribute to business retention in Gujrat region alone and support (through majorly remote tech and service functions) for rest India OEM business

Primary Responsibilities:

• This position will assist OEM Tech Mgr

• for various tech support related functions in Gujarat Region including conclusion of Demos, FATs, trails at OEM place, supporting OEM customers by training OEM teams with service skills for printer integration and commissioning, supporting OEMs at their exhibition places, keeping a track record of installation process at end user customers of OEMs to support OEMs in development of some specific brackets and SOPs
• Goal achievement measurement will be based on his KPI

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.

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