Technical Support Engineer - 009G6Y
The Role: Technical Support Engineer – L1 (Industrial Automation)
This position will support customer inquiries related to product pre-sales and post-sales, service inquiries, and other requests within the defined Zone or Countries. The role will require close coordination with key internal stakeholders to ensure customer inquiries, requests, or complaints are managed professionally and on time.
What will you do?
ESSENTIAL FUNCTIONS:
- Provide 1st level of technical support in pre-sales (product selection, application information) and post-sales (product installation, technical characteristics, technical complaints and troubleshooting) for Industrial Automation product offers focusing on Automation Control, Variable Speed Drives and Soft Starters, Motion Control & Robotics to SE partners and end-users.
- Responsible for answering incoming inquiries from 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
Primary Location
: PH-40-Cavite
Schedule
: Full-time
Unposting Date
: Ongoing
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