The Service Support Engineer is responsible for providing on-site technical support, and troubleshooting assistance to customers, ensuring high levels of customer satisfaction through prompt and efficient service. The role involves understanding of installation, diagnosing, resolving, and documenting Display Equipment such as large format Interactive touch screen Displays etc., understanding software issues, providing technical guidance, and working closely with the in-office product support team and sales teams to enhance product reliability and performance.
Key Responsibilities:
Technical Support:
• Respond to customer inquiries and provide technical assistance via phone or in-person Installation.
• Resolve hardware and software issues, escalating complex problems to higher-level support when necessary.
• Provide regular training on the installation and maintenance of products to team of On-field engineers of Authorised Service Provider. (ASP)
Troubleshooting:
• Analyze and troubleshoot system errors and technical issues.
• Perform root cause analysis and recommend corrective actions to prevent recurrence.
• Utilize diagnostic tools and techniques to identify and resolve technical problems efficiently.
Customer Service:
• Maintain a high level of customer satisfaction through timely and effective problem resolution.
• Communicate clearly and professionally with customers, keeping them informed of issue status and resolution steps.
• Provide training and support to customers on product usage and best practices.
Documentation:
• Document all support activities, including detailed descriptions of issues, steps taken to resolve them, and final outcomes.
• Create and update technical support documentation, FAQs, and knowledge base articles.
Collaboration:
Work closely with the engineering team to report and resolve product bugs and issues.
• Collaborate with the sales team to understand customer needs and provide technical support during the pre-sales and post-sales process.
• Participate in team meetings and contribute to continuous improvement initiatives.
Product Knowledge:
• Stay updated with the latest product developments, features, and industry trends.
• Continuously improve technical skills and product knowledge through training and self-study.
Qualifications:
Education:
• Bachelor’s degree, Diploma in ITI, or a related field.
Experience:
• 3+ years of experience in technical support, service engineering, or a similar role.
Technical Skills:
• Proficient to use power tools, like Hammer Drill machines, etc.
• Proficiency in diagnosing and resolving hardware and software issues.
• Knowledge of operating systems (Windows, Linux, etc.) and networking fundamentals.
• Familiarity with diagnostic tools and software.
• Understanding of product installation and configuration processes.
Soft Skills:
• Good in problem-solving and analytical skills.
• Good in communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Customer-oriented attitude with a focus on delivering high-quality service.
Certifications:
• Relevant technical certifications are an added advantage.
Working Conditions:
• Require Frequent travel to customer sites.
• Ability to work flexible hours, including evenings and weekends, if needed.