Technical Support Engineer

Company Description

Aster Technologies is committed to delivering high-quality instruments and innovative solutions tailored to meet the evolving needs of the water treatment industry. We believe in quality, prompt service, and cutting-edge technology to help you automate and streamline your water treatment processes. We offer customized automation solutions that enhance the performance and efficiency of water treatment plants, ensuring precision in sensing, measuring, and controlling operations. Our advanced products simplify plant management and reduce manual interventions.

Role Description

The Customer Support Engineer serves as the primary technical liaison between the company and its customers, ensuring seamless product functionality and exceptional customer satisfaction. This role focuses on providing timely and effective support for troubleshooting, resolving technical issues, and enhancing the overall user experience. By leveraging technical expertise and customer insights, the Customer Support Engineer contributes to product improvement, fosters strong customer relationships, and drives loyalty to the company's electronics solutions. We are seeking a highly motivated and customer-focused Customer Support Engineer to join our dynamic team at Aster Technologies and Controls LLP. The ideal candidate will provide technical support, troubleshoot customer issues, and ensure the optimal performance of our products while delivering an exceptional customer experience.

Responsibilities

Technical Support:

1. Provide first-level and advanced technical support to customers via email, phone, and onsite visits.
2. Diagnose and resolve hardware, firmware, and software issues related to our products.

Customer Engagement:

1. Build and maintain strong relationships with customers to understand their needs and provide tailored solutions.
2. Conduct product demonstrations and training sessions for customers.

Issue Management:

1. Log and track customer issues in the ticketing system, ensuring timely resolution and follow up.
2. Collaborate with internal teams (R&D, production, QA) to resolve complex issues and implement solutions.

Product Knowledge:

1. Stay updated on the latest company products, technologies, and industry trends.
2. Provide feedback to product development teams based on customer insights and experiences.

Documentation and Reporting:

1. Prepare and maintain detailed documentation for customer issues, resolutions, and best practices.
2. Generate reports on customer satisfaction metrics and issue resolution times.

Qualifications

• Bachelor’s degree in Electronics Engineering, Electrical Engineering, or a related field.
• 2+ years of experience in a technical support or customer-facing role in the electronics industry.
• Hands-on experience with electronic components, and systems.
• Strong problem-solving skills and technical aptitude.
• Excellent communication skills, both verbal and written.
• Proficiency in using diagnostic tools, oscilloscopes, and other electronics testing equipment.
• Familiarity with CRM and ticketing tools.
• Willingness to travel occasionally for onsite support.
• Experience in the water treatment industry is a plus.