Technical Support Engineer

Technical Support Engineer

Role & Responsibilities

Field Support

• Direct and coordinate with the product support and field support team.
• Provide excellent customer service to increase customer satisfaction, loyalty, and retention.
• Support the field team with

  part codes, schematics, and manuals

  .
• Offer remote support for

  programming displays and controllers

  , performing calibrations, and other activities.
• Coordinate with the technical team to provide

  troubleshooting solutions

  and standard operating procedures (SOPs) to the field team.
• Arrange parts and drawings from R&D as required.
• Escalate critical field issues to the HO Technical team, Business Unit, R&D, QA, and production for resolution.
• Coordinate parts arrangement in emergency breakdown cases.
• Visit sites for commissioning, modifications, and breakdown support when required.
• Coordinate with product support and parts teams for

  parts planning

  and review existing stock to ensure high availability for all categories.

Warehouse Support

• Extend technical support to the warehouse team for

  parts identification

  during Goods Receipt Note (GRN) and racking.
• Support the field team by checking and arranging the correct parts in case of wrong supply.
• Assist in

  physical stock verification

  when the field team requests support.
• Program displays and controllers before material dispatch.
• Coordinate with the warehouse team for material dispatch inspection, part confirmation, and provide instructions for speedy delivery in emergencies.

Coordination with Plant Team Support

• Provide

  test yard support

  for technical issues, program uploads, and calibrations.
• Offer repair and rework support for accidental machine repairs, coordinating with the plant team for machine restoration and parts billing.
• Support the production team with daily activities like machine testing and urgent dispatches.
• Coordinate and support the PPC, SCM, and marketing teams during customer visits at the plant.

Skills Required

• Strong technical background in

  port machineries

  (e.g., Reach stacker, Material handler, empty container handler, forklift, RTG, and STS Cranes).
• Expertise in

  remote technical support

  , including programming and calibration.
• Proficient in

  troubleshooting and providing solutions

  for complex technical issues.
• Excellent coordination and communication skills to liaise with various teams (field, warehouse, plant, R&D).
• Strong knowledge of

  parts identification and inventory management

  .
• Ability to handle

  emergency breakdowns

  and provide timely support.