Technical Support Engineer

Location

Pune | India

Job description

Job Information

Industry

Manufacturing

Work Experience

2-4 years

City

Haveli

State/Province

Maharashtra

Zip/Postal Code

412307

Job Description

We are seeking a skilled Technical Support Engineer with expertise in software, label printers, barcode scanners, and PLCs to join our support team. As a Technical Support Engineer, you will be responsible for providing technical assistance and resolving issues related to our software applications, label printers, barcode scanners, and PLC systems. Your role will involve troubleshooting, customer support, system configuration, and collaborating with cross-functional teams to ensure optimal customer satisfaction.

Responsibilities:

Provide Technical Support: Respond to customer inquiries and support requests related to software, label printers, barcode scanners, and PLCs. Troubleshoot and resolve technical issues promptly via phone, email, or remote assistance tools.

Troubleshooting and Problem Resolution: Analyze, diagnose, and resolve complex technical problems related to software functionality, label printing, barcode scanning, and PLC operations. Utilize debugging tools, system logs, and diagnostic equipment to identify root causes.

Customer Interaction: Interact with customers professionally, understanding their requirements and providing timely and accurate technical assistance. Ensure excellent customer service and maintain a high level of customer satisfaction.

Installation and Configuration: Assist customers with the installation, configuration, and integration of software, label printers, barcode scanners, and PLC systems. Ensure compatibility with existing infrastructure and provide guidance on best practices.

Training and Documentation: Develop and deliver training materials, user guides, and knowledge base articles to educate customers on software usage, label printer operations, barcode scanner functionality, and PLC maintenance. Create troubleshooting guides to enable customers to resolve common issues independently.

Collaborate with Cross-functional Teams: Work closely with product development, quality assurance, and sales teams to relay customer feedback, report software bugs, suggest enhancements, and contribute to the improvement of our products and services.

Escalation Management: Act as a point of escalation for complex technical issues, liaising with internal teams and external vendors to ensure timely resolution and minimize downtime for customers.

Stay Updated on Technology Trends: Keep up to date with advancements in software, label printers, barcode scanners, and PLC technologies. Continuously enhance your technical skills and knowledge through self-study and training opportunities.

Requirements

• Bachelor's degree in computer science, electrical engineering, or a related field.
  
• Proven experience in technical support or a similar role, specializing in software, label printers, barcode scanners, and PLCs
  
• In-depth knowledge of software systems, label printer operations, barcode scanning principles, and PLC programming.
  
• Proficiency in troubleshooting complex technical issues, utilizing diagnostic tools, and analyzing system logs.
  
• Strong customer service orientation and excellent communication skills, with the ability to convey technical information effectively to both technical and non-technical users.
  
• Familiarity with installation, configuration, and integration of software, label printers, barcode scanners, and PLCs.
  
• Experience in creating training materials, user guides, and knowledge base articles.
  
• Ability to work collaboratively in a team environment and coordinate efforts across cross-functional teams.
  
• Strong problem-solving skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.
  
• Willingness to travel for on occasionally-site customer visits or training sessions.
  

Job tags

Salary