Technical Support Engineer - Industrial Automation

This is a full-time, on-site role for a Technical Support Engineer specializing in Industrial Automation, based in Pune. In this role, you will be responsible for providing technical support to customers, diagnosing and resolving technical issues, troubleshooting industrial automation systems, and ensuring client satisfaction.

Key Skills: -

• Excellent problem solving & troubleshooting skills

• Excellent Communication, interpersonal & mail drafting skills.

• Knowledge of electrical & electronics system is must

• Knowledge Network protocol like TCP, Ethernet, is must.

• Knowledge of serial communication protocol like RS-485, Modbus is must

• Excellent hands on Microsoft excel is mandatory.

• Good to have knowledge of industrial automation.

• Knowledge of IOT systems will be added advantage

Qualifications

• Strong expertise in Technical Support and Troubleshooting for industrial automation systems
• Proficiency in Customer Support and Customer Service to address client inquiries and ensure satisfaction
• Excellent Analytical Skills to identify and resolve complex technical issues
• Effective interpersonal and communication skills to work collaboratively with teams and clients
• Proficiency in diagnosing and resolving hardware and software-related challenges
• Bachelor’s degree in Electrical, Electronics, or related engineering discipline preferred
• Familiarity with automation platforms and protocols is a plus
• Relevant certifications in industrial automation or technical support are advantageous
• Ability to thrive in a fast-paced and collaborative environment

Responsibilities: -

• Apply electronic and electrical engineering expertise and knowledge to provide highest level technical support to customers for our products and solution (industry 4.0)

• Adhere to support processes to ensure high-quality, timely customer service that results in customer satisfaction

• First point of contact for all existing and new customers for all their product related queries & issues

• Identifying and provide remote support for hardware and software solutions and Troubleshooting technical issues via e- mail, phone and remote access

• Ability to priorities the issue as per internal guidelines/SOP/gravity of issues.

• Speaking to customers to quickly get to the root of their problem.

• Providing excellent customer service support to customers during every single interaction.

• Ability to handle product/software installations remotely and help on site teams to setup & troubleshoot various communication network topologies on site.

• Configuring hardware and software on customers servers as per sop’s defined

• Design and create data analytic reports using Microsoft excel

• Create documentation of support activities, update the SOPs of new processes, new solutions etc.

• Proactive approach for scheduled activities, feedbacks, follow-ups etc.

• To provide system trainings to customer to facilitate them for optimum usage of system.

• Submit suggestions for product improvement, when needed. File defect reports and verify fixes

• Adhering to defect reporting processes. May also participate in field testing of new releases to ensure that new features and workflows will address customer requirements