Engineer Technical Support
Location
Mumbai | India
Job description
Videojet Technologies (a Veralto Company) is the leading provider of product and case coding solutions to a wide range of industries including food, beverage, pharmaceutical, personal care, electronics, chemical, and aerospace. Our Uptime Peace of Mind® brand promise means Videojet listens to our customers' needs and provides the right equipment, supplies and software combined for reliable performance.
Hi,
We are currently seeking
Engineer Technical Support to join our team in
Pune, India. Position Purpose - 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.
Why Videojet - Videojet is a global organization of more than 3,200 professionals, dedicated to serving our customers through teamwork, cooperation, innovation and the continuous pursuit of excellence in all business.
- We offer a wide range of exciting career opportunities for those who seek a challenging, fast-paced, results-oriented environment where personal contributions are recognized and rewarded.
Videojet Technologies Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
If you've ever wondered what's within you, there's no better time to find out.
Job tags
Salary
