Service & Support Engineer - Goa and Kerala Location

Company Description

Propix Technologies is a global leader in Track and Trace solutions, Machine Vision systems, and Software solutions for Robotics, Optics, and Illumination. With over 2 decades of experience in traceability and automation systems, Propix has more than 1700 installations worldwide and offices in 5 countries, including India, Dubai UAE, Germany, Canada, and Brazil. Propix offers scalable and flexible end-to-end integrated hardware and software solutions that can meet stringent production and compliance requirements globally.

Role Description

This is a full-time on-site role for a Service & Support Engineer located in Pune. The Service & Support Engineer will be responsible for providing customer support, technical support, and field service, troubleshooting technical issues, and ensuring customer satisfaction. The role will also involve maintaining and servicing equipment and systems, as well as assisting with installations and repairs.

Qualification

Diploma, B.Tech, ITI, or any Technical Education,

1 to 2 years of experience in Service & Support

Responsibilities to handle

• Customer Support and Customer Service skills
• Technical Support and Troubleshooting skills
• Field Service experience
• Excellent problem-solving abilities and technical aptitude
• Strong communication and interpersonal skills
• Flexibility to travel and work on-site
• Bachelor's degree in Engineering, Computer Science, or a related field
• Experience in the automation, robotics, or machine vision industry is a plus
• Customer Support and Customer Service skills
• Technical Support and Troubleshooting abilities
• Experience in Field Service tasks
• Strong communication and interpersonal skills
• Ability to work independently and on-site in Kozhikode / Pallakad / Goa
• Educational background in Engineering, IT, or related fields
• Experience in Track and Trace solutions, Machine Vision systems, or similar technologies is a plus
• Manage Installation and Commissioning activities at Customer site
• Researching technical issues and identify solutions to software and hardware issues
• Walking customers through solutions
• Reviewing product change requests raised by Customer at site
• Learning about product updates and new releases
• Contributing to product knowledge and helping make future technical support easier
• Developing expertise in the products that company manufactures and develops
• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Asking customers targeted questions to quickly understand the root of the problem during remote support or telephonic support sessions
• Providing prompt and accurate feedback to customers
• Referring to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with Customer to ensure systems are fully functional after troubleshooting
• Prepare accurate and timely reports like MOM, Installation Report, Commissioning Report, Service Report etc.
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients
• Maintain the daily activity reports

Suitable candidates please share your resumes on hr@propixtech.com