Field Support Engineer

·         Serves as customer facing technical resource and works in collaboration with engineers and other senior staff as needed to provide effective end-user support and issue resolution.

·         Perform maintenance and service tasks for customers in assigned territory.

·         Prepare and submit work orders, expense reports and time sheets to the respective departments.

·         Evaluate products accurately for maintenance, warranty, upgrades and other purposes.

·         Collaborate closely with technical team to resolve technical issues.

·         Provide training to service staff on how to identify and resolve issues, repairs, etc.

·         Understand customer requirements and accordingly recommend the right products or services.

·         Manage all on-site installation, repair, maintenance works within the assigned territory and conduct client demonstration when required.

·         Understand technical problems effectively through proper analysis, evaluation and diagnoses.

·         Provide technical support to junior staff in case of complex issues.

·         Provide training to customers about product usage and maintenance.

·         Support the field staff in equipment set-up for trade shows or exhibitions.

·         Prepare creative product presentations for sales meetings or training's.

·         Build positive relationships with customers by providing outstanding and excellent services.

·         Prepare and distribute maintenance records, warranty contracts, installation report and other service reports to the senior managers.

·         Respond to customer complaints timely and effectively to meet sales goals.

·         The candidate should visit garment industries and related industries in the field for prospects regarding service queries.

·         Manages escalated customer tickets in a timely and effective manner.

·         Escalates problems to other departments as needed.

·         May supervise and train less experienced staff or project team.

·         Creates formal documentation including configuration documentation, test documentation, and support documentation.

·         Collects detailed information, performs thorough analysis and relies on experience and judgment to determine the most effective method of resolution.

·         Prepares activity reports on support activities.

·         Installs and repairs heavy electric equipment. Consults with customer or supervisor to plan layout of equipment.

·         Studies blueprints, schematics, manuals, and other specifications to determine installation procedures.

·         Installs or oversees the installation of equipment according to manufacturer's specifications.

·         Operates system to demonstrate equipment and to analyse malfunctions.

·         Interprets maintenance manuals, schematics, and wiring diagrams, and repairs equipment, utilizing knowledge of electronics and using standard test instruments and hand tools.

·         Instructs and directs workers in servicing and repairing equipment.

·         Consults with engineering personnel to resolve unusual problems in system operation and maintenance.

·         May supervise workers in testing, tuning, and adjusting equipment to obtain optimum operating performance.

·         Advise management regarding customer satisfaction, product performance, and suggestions for product improvements.

·         Should be willing to go for outstation service calls.

·         Should be able to handle heavy machinery.

·         Should possess good knowledge in electrical engineering.

·         Keep an Intensive Eye on competitors.

·         Should be responsible for handling first level complaints from the customer.

·         Support inside management with a proper work order.

Required Candidate profile

·         Should Hold a Valid 2 wheeler License and 4 wheeler license holders will have more priority.

·         Should be punctual and disciplined.

·         Should have Good command on speaking English, Hindi and a local language.

·         Exceptional customer service skills with expertise in troubleshooting, diagnosing and solving complex related problems.

·         Ability to work professionally with all levels of client organizations staff.

·         Wide degree of creativity, leadership, and latitude is expected.

·         Relevant and demonstrable technical support service experience.

·         Self-directed, able to prioritize and effectively handle multiple service requests at a time under high-pressure and challenging situations.

·         Excellent organizational, time management, written and verbal communication skills

·         Strong working and technical knowledge of computer MS-Windows operating system, MS Office suite.

·         The ability to work quickly and accurately in a shared community environment.

·         Ability to complete multiple tasks with minimal direction.

·         Ability to listen and analyse customer needs.

·         Presents a positive image that reflects well on the organization.

·         Ability to travel up to 75% of the time

Perks and Benefits 

·         Incentives, Travel Allowances

·         Role : Sales Support & Operations - Other

·         Industry Type: Industrial Equipment / Machinery

·         Functional Area: Sales & Business Development

·         Role Category: Sales Support & Operations

·         Male candidates preferred

Education

·         UG :Any Graduate, Diploma in Mechanical, Electrical, Engineering, Other Graduate

·         Location:  Bengaluru/Ludiana

·         Educational Qualification: ITI, DME, SSLC, Diploma, B tech/BE

• It is a Full Time Manufacturing job for candidates with 6 months - 5 years of experience.