Manager - Product Application Engineer - L1 Technical Support (East Zone)

Position: Manager - Product Application Engineer - L1 Technical Support (East Zone)

Location: Kolkata
Reporting To: Regional Sales Manager

Position Summary

The L1 Technical Support Engineer will provide pre-sales and application support for Industrial Automation products including Variable Frequency Drives (VFDs), Soft Starters, PLCs, HMIs, Industrial Communication, and related automation solutions.

The role will serve as the first level of technical expertise for channel partners, sales teams, and customers across the South Zone, ensuring timely support, product selection guidance, application development assistance, and effective customer engagement.

Key Responsibilities

Pre-Sales Technical Support


* Provide technical compliance evaluation against customer specifications and tender requirements.


* Support product selection and sizing for automation solutions.


* Review customer inquiries, specifications, BOQs, and application requirements.


* Prepare technical comparisons against competitor offerings.


* Conduct product demonstrations and proof-of-concept presentations.


* Assist sales and channel partners in preparing technically compliant proposals.


* Support technical discussions with consultants, OEMs, system integrators, EPCs, and end users.

Training & Technical Enablement


* Conduct regular product and application training programs for:



* Authorized Channel Partners


* System Integrators


* Sales Teams


* Application Engineers

Develop training materials, presentations, and application notes.

Organize hands-on workshops and demonstration sessions.

Drive technical competency enhancement programs across the region.

Ensure channels remain updated on new product launches and feature enhancements.

Advanced Technical Support & Escalation Management


* Act as first-line technical support for complex application issues.


* Coordinate with service teams to resolve chronic and recurring field problems.


* Analyze root causes of technical issues and recommend corrective actions.


* Support troubleshooting of:



* VFD applications


* Soft Starter applications


* PLC/HMI systems


* Industrial communication networks


* SCADA systems

Interface with product management teams for unresolved cases.

Maintain records of technical cases, solutions, and learnings.

Application Development Support


* Support channel partners and system integrators in application development.


* Assist in software configuration, commissioning logic, and application programming.


* Support proof-of-concept testing and validation.


* Share best practices and application know-how with customers and channels.

Key Deliverables (KPIs)


* Technical inquiry response time.


* Number of technical trainings conducted.


* Channel competency development index.


* Pre-sales support conversion rate.


* First-time resolution percentage.
...