Deputy Manager - Primary Technical Support

Description - External

Job Description for Primary Technical Support Engineer (Automation)

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 available channels (ex: Toll free phone, email, chat, web) and prioritizing customer's support needs which are routed to customer care technical support.


* Resolve technical requests from customer on product and solutions effectively within fixed timeframe.


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


* Creating and managing knowledgebase based on validated solutions.


* Prepare and provide technical trainings on request to Teammates and Customer


* 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.

Qualifications - External

Core Competencies:


* Minimum 3-6 years hands-on experience of Installation, Service and commissioning


* Sound knowledge of Variable Speed Drive, Soft Starters, Servo Drives, Motors, PLC's, HMI, Encoders, SCADA, Relays, Timers and sensors.


* Understanding of various Industrial Communication network such as Modbus, Modbus TCP/IP RIO, CAN Open, Profibus, Ethernet/IP and Client Server Architecture.


* Hands-on experience and wide understanding of Schneider Electric products, solutions and engineering concepts would be an advantage.


* Having Knowledge on M340 /M580 Aveva Scada System and control Expert/Unity pro software would be an advantage.


* Basic Knowledge of Schneider ATV630/930, ATV320, ATV340, ATV 12 and ATS Soft Starter is must.

Qualifications - Internal


* Bachelor's degree in electrical/Electronic/Instrumentation Engineering.


* Minimum 4-6 years of hands on experience on Projects, Services, Installation and commissioning of PLC/PAC Plant Control systems


* Basic Knowledge of MS Office Tools like Excel, Word , PPT etc


* Hands-on experience and wide understanding of Schneider Electric products, solutions and engineering concepts would be an advantage.


* Excellent communication skills (Oral & Written) and ability to interact with global customers.


* Excellent problem solving and data analytical approach.


* Excellent team player.

BTech

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