Deputy manager Primary Technical Support

Job Description for Primary Technical Support Engineer (Building Management System)

Key Responsibilities:

• Responsible to resolve, close and escalate customer's technical queries by providing technical support in pre-sales (product selection, document requests, application information) and post-sales (product installation, troubleshooting, technical characteristics, technical complaints) support.

to customers on all channels (ex: Toll free phone, email, chat, web) and prioritizing customer's support needs.

• Handling customer technical queries and maintaining records related Trouble shooting in BMS and Security systems, BMS System and do the necessary follow ups with stake holders to close the complaints.

• Understand, evaluate, and reproduce received technical questions, determine the causes, and convey the solution to reported problem.

• Take ownership and ensure the customer is satisfied before closing any request.

• Assure a proper resolution for queries related to product replacement, on-site intervention, technical complaints, and product quality returns.

• Detect opportunities to serve the customer while addressing customer support requests.

• Coordinate with relevant Quotation, Sales or Marketing contacts for special prices.

Customer Service:

• Act as the First Point of Contact: They are the initial point of contact for customers experiencing technical issues with a product or service.

• Active Listening and Issue Understanding: They actively listen to customer concerns, diagnose the problem effectively through clear questioning, and strive to understand the root cause.

• Technical Problem-Solving: They leverage their technical expertise to troubleshoot and resolve customer issues efficiently.

This might involve guiding customers through steps, resetting configurations, or escalating complex issues.

• Clear and Concise Communication: They explain technical concepts in a clear, concise, and easy-to-understand manner, ensuring customers feel informed throughout the process.

• Excellent Interpersonal Skills: They possess strong interpersonal skills, building rapport, empathizing with customer frustrations, and maintaining a positive and professional demeanor.

• Customer Satisfaction: Their primary focus is achieving customer satisfaction by resolving issues promptly and courteously.

Qualification & Core Competencies:

• Bachelor's degree in Electrical/Electronic/Instrumentation Engineering.

• Minimum 3-5 years hands-on experience of Installation, Service, and commissioning on Building Management Systems/fire Alarm Systems

• Instrumental in resolving customer technical issues related to EcoStruxure Building Operation, Struxureware Building Operation, Security Expert, Andover Continuum, TAC Vista, Power Monitoring Expert, Communication Gateways (ComX510, Link150, ION setup), Metering product communication remotely.

• Sound knowledge of building management system protocols like BACnet, L...