Technical Support Engineer

Job Description

Responsibilities:

• Providing enterprise-level assistance to our customers along with diagnosing and troubleshooting software and hardware problems in VFD and help our customers install the VFD in new applications. Also should take the drive in remote desk connections and to provide immediate support
• Escalating complex problems to product engineering team and get the solution and implement in field drives. Asking customers targeted questions to quickly understand the root of the problem and support
• Talking to CP/OEM engineers either via phone or email until the technical issue resolved and referring the internal manuals and to provide the accurate technical solution to customer
• Ensuring all the issues are properly logged while prioritizing and managing the open issues and resolve as per the target time
• Recording customer interactions and technical problem resolutions. listening to OEM/CP/Customer problems and answer calmly and professionally
• Taking into consideration feedback given by the customer and implements corrective action when needed as well as shares own expertise in service development.
• Approaching towards customers and builds sustainable customer relationships to ensure local client growth, satisfaction and retention together with sales
• Keeping close contact with technical product management, project management, engineering, sales and other stakeholder groups that support implementation of training course development and delivery
• Communicating with global technical support team and align with global technical support guidelines

Skills and Qualifications:

• Bachelor's or Master’s degree in a technical discipline from an accredited university
• Minimum 3 to 5 years’ experience in Drive service
• Working experience as a Technical Support Engineer in AC drives and electrical experience for drives
• Having the ability to diagnose and troubleshoot basic drive technical issues
• Possessing excellent problem solving and communication skills