Support Services Engineer

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 two decades of experience in traceability and automation systems, Propix boasts over 1700 installations worldwide. Our offices span five countries including India, UAE, Germany, Canada, and Brazil, supported by a large distribution network. Propix offers scalable and flexible integrated hardware and software solutions to meet stringent production and compliance requirements globally. Visit https://www.propixtech.com/ for more information.

Role Description

This is a full-time, on-site role for a Support Services Engineer located in Kozhikode. The Support Services Engineer will be responsible for providing technical support, customer service, and field service to our clients. Day-to-day tasks include troubleshooting issues, handling customer inquiries, and maintaining equipment to ensure optimal performance. The role demands a proactive approach to solving problems and working closely with other team members to deliver exceptional service.

Qualifications

• 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
• 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