Technical Support Engineer - Industrial Automation

As a Technical Support Engineer specializing in Industrial Automation, your role will involve providing technical support to customers, diagnosing and resolving technical issues, troubleshooting industrial automation systems, and ensuring client satisfaction. Your responsibilities will include: - Applying your electronic and electrical engineering expertise to provide the highest level of technical support to customers for products and solutions related to industry 4.0. - Adhering to support processes to ensure high-quality and timely customer service that leads to customer satisfaction. - Being the first point of contact for all existing and new customers for product-related queries and issues. - Identifying and providing remote support for hardware and software solutions and troubleshooting technical issues via email, phone, and remote access. - Prioritizing issues according to internal guidelines, SOPs, and gravity of issues. - Speaking to customers to quickly identify the root cause of their problems. - Providing excellent customer service support during all interactions. - Handling product/software installations remotely and assisting on-site teams in setting up and troubleshooting various communication network topologies on site. - Configuring hardware and software on customers" servers as per defined SOPs. - Designing and creating data analytic reports using Microsoft Excel. - Documenting support activities, updating SOPs for new processes and solutions, and being proactive in scheduled activities, feedback, and follow-ups. - Providing system trainings to customers to optimize system usage. - Submitting suggestions for product improvement, filing defect reports, and verifying fixes. - Adhering to defect reporting processes and participating in field testing of new releases to ensure customer requirements are met. Key Skills: - Excellent problem-solving and troubleshooting skills - Excellent communication, interpersonal, and mail drafting skills - Knowledge of electrical and electronics systems - Knowledge of network protocols like TCP, Ethernet - Knowledge of serial communication protocols like RS-485, Modbus - Proficiency in Microsoft Excel - Good to have knowledge of industrial automation - Knowledge of IoT systems is an advantage Qualifications: - Strong expertise in Technical Support and Troubleshooting for industrial automation systems - Proficiency in Customer Support and Customer Service - Excellent Analytical Skills - Effective interpersonal and communication skills - Bachelor's degree in Electrical, Electronics, or related engineering discipline preferred - Familiarity with automation platforms and protocols - Relevant certifications in industrial automation or technical support - Ability to thrive in a fast-paced and collaborative environment,