Job
Description
Work timings: US shift As an L1 engineer they would be assisting customers with issues relating to Fuel Dispensers (Hydraulics, Electronics and Applications) and it would be 24x7 rotational shifts. As an L1 engineer he/she would assist customer/technicians with issues relating to Software, Payments, Computer Networks, etc. The work is 70% calls and 30% emails. What is a Fuel Dispenser? Wayne Fueling Systems is a brand that manufactures fuel dispensers, which are machines that pump and dispense fuel (gasoline, diesel, etc.) to vehicles at gas stations, convenience stores, and other fueling locations. Role as an L1 Technical Support Engg : Provide 24/7 technical support coverage for Wayne Fuel Dispenser products and features to Onsite Technicians and customers. Ticket Management: Respond to customer inquiries along with Technician queries through emails and phone calls, logging detailed information into the ticket system. Problem-Solving: Diagnose and troubleshoot technical issues, suggesting solutions and gathering additional data as needed. Troubleshooting and Networking: Utilize knowledge of Wayne Knowledge Base application for configuring and diagnosing the pump Hydraulics, Pump controller boards with IX and Anthem Technology along with networking concepts (e.g., IP structures, protocols, and network devices) to address technical issues effectively. Job Opportunity-Tech Support Engineer-Dover India WE ARE DOVER Dover is a diversified global manufacturer with annual revenues in excess of $8 billion. We deliver innovative equipment and components, specialty systems and support services through four major operating segments: Energy, Engineered Systems, Fluids, and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for 60 years, our team of over 26,000 employees takes an ownership mindset, collaborating with customers to redefine whats possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under “DOV.” Additional information is available at www.dovercorporation.com. Dover Operating Companies have been present in India for several years. India is today one of the key focus emerging markets for Dover globally. As part of its commitment to further invest and grow in India, Dover Corporation set-up a regional headquarter (RHQ) for India in Bangalore in 2011. Manufacturing Facility – Chennai Dover has a 50,000 sq. ft. state of the art manufacturing facility in Chennai. The facility is shared by Dover Operating Companies – Destaco (Work holding clamps/Automation solutions), OPW (Nozzles assembly, Loading arms & Tank truck equipment), Pump Solutions Group or PSG (Air operated Wilden Double diaphragm pumps, Blackmer pumps & compressor skid package, Neptune skid mounted Dosing pumps) for manufacturing/assembling/testing and shipping of products to domestic and international markets. Manufacturing Facility – Markem-Imaje, Noida Markem-Imaje is one of the leaders in the printing and coding industry in India. It has a 8,000+ sq. ft. manufacturing/assembling facility in Noida, Uttar Pradesh. A well-qualified team and delivers printers & consumables to support India operations. Dover India Innovation Center Started in 2003 as a software development centre for a few Dover Operating Companies, India Innovation Center or IIC has grown over a period of time to provide value added services in the areas of Product Software Development, Application Development for Desktop and Web, Mechanical Engineering Design and Analysis, Electronics and Microwave Design, Sourcing, Technical Documentation and Field Support. IIC, as a trusted partner for Dover Companies worldwide, leverages a powerful blend of industry best practices and standards, refined business acumen and deep market understanding, profound technical skills and extensive hands-on experience to meet the toughest challenges that our customers face. IIC offers innovative solutions to customers to help them compete successfully in a dynamic marketplace and achieve maximum return on investment. Know more about Dover India Innovation Center – http://www.doveriic.com/ Job Title: Tech Support Engineer Role Description : This role is a customer-facing position that supports the company’s mission by delivering the highest level of customer service and support by maintaining high availability to engage with customers primarily through Voice - Tech Support process. Your Key Responsibilities: Actively participates in support of incoming calls Continuously demonstrates a truly empathetic concern for customer issues Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers. Quickly identifies escalations and creates expectation alignment with customers Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps. Primary stakeholder to ensure our customers receive prompt support. Troubleshoot and resolve Tier 1 issues involving any of the following: Fuel dispensers Site Controllers Island terminals EMV software Computer board level troubleshooting Support software applications Tank gauges, hydraulics, or pumps Terminal media feeds Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise. Facilitate field support services to repair products within scope of service. Consistently engage with peers, managers, and organizational leaders to provide collaborative solutions. Other duties as requested. Qualifications Needed: Must have completed B.Sc (Computers/Electronics) / BCA / BBA or equivalent work experience in the similar set-up like fueling industry, IT support, retail customer support center with trouble shooting experience is a must Experience with direct customer engagement in a fast-paced customer focused environment Ability to work in the 24X7 rotational shift environment and majorly in the US time zone Ability to work independently with minimal support in Hybrid model. Ability to multi task and has a good typing speed at least 50 words per min Should be 100% conversant to listen, understand and respond in US ascent Document everything and do it with tremendous detail Be a voracious learner and demonstrate growth. Other Skills And Attributes for Success Honest, dependable, and full of integrity Possess a genuine desire to help others Takes ownership of all tasks and commits to high quality results A track record of self-improvement and growth mindset Ability to seamlessly adapt to changes quickly Exceptional interpersonal skills, and team oriented Possession of soft skills that consistently demonstrate empathy and a commitment to our customers Exceptional telephony utilization, communication skills, active listening, and customer-care A demonstrated logical approach to troubleshooting Consistently maintain a superior level of professionalism Excels past service minimums and strives for industry leading results Ability to work with internal and external stakeholders to achieve exceed expectations and goals Experience or education from an electronics or information technology background Understanding and usage of various support tools such as telephony, ticketing platforms, and knowledge bases Essential Outcomes: Maintains 90% customer satisfaction Has high level of needed technical and functional knowledge Completes assigned trainings prior to due date Consistently demonstrates a collaborative nature Take full ownership of all tasks and responsibilities Drives full and complete resolutions
