Technical Support Specialist
Location
Bangalore | India
Job description
- As a Technical Support Specialist , you will be part of a team that looks to assist Linx customers, distributors, and OEMs worldwide in problem-solving, answering detailed technical questions about Linx products and helping develop their technical and customer service knowledge and processes.
- This role covers all Linx printing technologies Including Laser CIJ, TJ, TT and IJ. Most of our customer technical support questions are handled through our distributors, so this team handles level 2 technical queries.
- You would be part of a committed team who work together to problem solve on behalf of our customers, and there would likely be some limited travel opportunities too, to meet key partners worldwide. There are plenty of opportunities to be involved in the new product introduction, development opportunities with cross-functional teams, and interacting with the wider business. There are also laboratories and workshops in which there can be hands-on practice and diagnosis of the technology.
- The role is full-time and is based in India MultiOpco Team. We expect the candidate to be in the office approximately 5 days a week. The wider team is international, with a core in the UK but other members based in the US and China.
- There is a requirement for some national bank holidays to be worked (shared out between the team) with days-off-in-lieu given for any bank holiday worked.
Your other duties and responsibilities include:
- Handle and resolve technical issues raised by Linx customers and distributors (through tickets and phone calls), giving detailed and quality responses within agreed response times.
- Build successful relationships and partnerships within our distributor network.
- Lead regular conference calls to review open issues and coach distributors.
- When necessary, visit distributors and customers to provide sales and service support, assist with on-site problem resolution and ongoing technical issues, and develop and implement action plans to assess and improve their technical capability.
- Establish effective links across the organization to collaborate on raised cases and report findings from field failures.
- Contribute to other projects within the business (eg new product development) to provide the customer and service engineer perspective.
- Ensure department targets and objectives are met concerning customer satisfaction, case response time, case first-time fix and number of closed cases.
- Develop the Technical Support Knowledge Base to help distributors quickly find the correct solution to the problem.
- Authorize returns of faulty parts from the customers.
- Assist with the sample marking service when required.
The successful candidate will have:
- A background in engineering/electronics. This could have been gathered through education or work experience
- Skills or experience in troubleshooting
- Customer Service drive and focus with a proactive approach.
- Prioritize multiple tasks effectively
- Be able to communicate internally and externally through email and telephone.
- The ability to work as part of a team
- Willingness to travel (when required) and learn new technologies
- Previous work on a technical helpdesk, as a Field Service Engineer or in a workshop/test environment would be an advantage.
- Associates or bachelors degree or relevant technical training or certificate program in one of the following disciplines - engineering, mechanical or electronics desirable
- Competence in one or more languages (Spanish/French for example) is desirable
- Laser or Continuous Inkjet experience in the printing and coding industry is desirable.
- As it is a global role, flexibility may be needed to cover the distributor requirements
Job tags
Salary