Technical Support Engineer

What you’ll do:

As a Technical Support Coordinator specializing in IN / IS Products, you will be at the forefront of providing exceptional technical support to our sales team and customers. This role involves a diverse range of responsibilities including technical assistance, compliance preparation, product configuration, customer returns management, and conducting presentations and live demonstrations. Your expertise and support will ensure that our customers have a seamless experience with our products and services.
Primary Functions:
1.    Technical Support:
o    Provide expert technical support to the sales team and customers, addressing inquiries and resolving technical issues promptly and effectively.
2.    Compliance and BOM Preparation:
o    Prepare compliance documentation and Bill of Materials (BOM) for various projects, ensuring accuracy and adherence to industry standards.
3.    Product Configuration:
o    Configure and optimize IN / IS products to meet customer requirements and specifications, ensuring optimal performance and functionality.
4.    Customer Returns Management:
o    Manage and process customer returns efficiently, coordinating with relevant departments to ensure timely resolution and customer satisfaction.
5.    Presentations and Live Demonstrations:
o    Deliver engaging presentations and live demonstrations of our products to customers through Tech Day events, Road Shows, and Expos.
6.    Site Study & Service Activities:
o    Visit customer sites to conduct site studies and provide on-site technical service and support, ensuring customer needs are met and issues are resolved effectively.
Job Responsibilities:
Technical Support:
•    Understand customer requirements and attend to their queries.
•    Support the sales team and customers by providing technical compliance and comparisons with competitor products.
•    Guide end-users in product installation, wiring, configuration, fault identification, and rectification.
Customer Returns:
•    Provide top-notch support by identifying the root cause of reported problems and offering quick solutions.
•    Repair faulty materials in collaboration with the Quality Team.
•    Ensure immediate replacement of faulty products if repairs are not feasible, coordinating with the Customer Service and Distribution teams.
Site Study:
•    Travel to customer sites to understand their basic needs and challenges with instruments used in harsh and hazardous areas.
•    Advise customers on installing suitable Intrinsic Safe Products in these areas based on site studies.
•    Deliver detailed presentations to customers about the site study and the necessary installations.
Tech Days & Expos:
•    Participate in promotional activities such as Tech Day Events, Roadshows, and Automation Expos.
•    Inform customers about our products and their functionality through detailed explanations and live demonstrations.
•    Involve in stall building activities for Roadshows and Automation Expos.
 

Qualifications:

Skills: