Technical Support Engineer

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

• Escalating problems to Technical Support Level 2 when standard troubleshooting techniques and databases cannot provide an adequate solution.

• Provide support to the customers for product replacement, troubleshooting and technical complaints.

• Manage RMA process and queries related RMA

• Complete documentation and follow up on all commitments and customer details;

• Document all incoming calls using the CRM tool

• Collaborate with country-offer marketing on new product launches;

• Participate in various Technical & Customer Service & Sales Training Courses as required

• Support the sales teams with detecting leads and sales opportunities.

Key Performance Indicators:

• Customer Satisfaction ( individual and team NSS)

• Case backlog rate

• Re-opened ticket rate

• Transfer Rate to L2

• RMA cases

• On-time resolution (OTR

• Average speed to Answer in seconds

• Time to acknowledge in hours

• First Logical Response

Qualifications

EDUCATION & EXPERIENCE REQUIRED

Education:

• Bachelor's degree in Electrical Engineering(preferred) or equivalent

• Specialization on Programmable Logic Controller, Automation and Robotics is an advantage.

Experience :

• Minimum 3 years Technical Support experience in a call centre environment desirable and/or 2 years of experience in the field commissioning/Service projects related to Industrial Automation products.

• Experience in other SE offers preferred but not required (Automation Control, Drives and Soft Starter, Motion Control and Robotics prefered but not mandatory.

• Work with Manufacturing and System Integrators is an advantage.

Skills:

• Fluency required in English and the language of the country he/she supports

• Knowledge on electrical system and industrial automation (hands on experience in PLC, Automation Control, Drives, Motion Control and Robotics)

• Knowledge in utility scale and Commercial Solar

• Good networking and computer knowledge

• Have advanced Digital Citizenship.

• Able to work with multicultural environment with regional responsiblities.

• Strong verbal and written communication skills are required

• Demonstrate a flair & understanding of customer support issues, flexibility and an ability to learn quickly;

• Excellent problem solving abilities, aptitude to understand and explain technical information, interpersonal, communications and time management skills;

• Ability to develop and maintain customer rapport;

• Strong experience in SE Products and Solutions

Schedule: Full-time
Req: 009G6U