Technical Support Engineer
Gurgaon · Mid Level
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Job description
Job Title: Technical Support Engineer
Company Name: Eastman Auto & Power Ltd
Job Description:
The Technical Support Engineer will be responsible for providing exceptional technical assistance and support to customers and users regarding our products and services. The role involves diagnosing and resolving technical issues, providing product information and guidance, and ensuring customer satisfaction. This position requires collaboration with various teams to enhance the customer experience, address product performance issues, and support pre-sales activities.
Key Responsibilities:
- Respond promptly to customer inquiries via phone, email, or chat, offering effective technical solutions.
- Troubleshoot and diagnose technical issues related to our products, documenting all interactions for future reference.
- Collaborate with product development and engineering teams to identify product enhancements based on customer feedback and issues encountered.
- Conduct product training sessions for customers and internal staff to ensure effective usage of products and features.
- Maintain a knowledge base by documenting solutions and creating user-friendly guides and FAQs.
- Participate in product launches and provide customer feedback for continuous improvement.
- Monitor product performance and report recurring issues to the management team.
- Assist in preparing technical documentation, proposals, and product specifications for clients.
Skills and Tools Required:
- Strong technical understanding of automotive systems and electrical applications.
- Proficient in troubleshooting and resolving hardware and software issues.
- Excellent communication skills, both verbal and written, to interact effectively with customers.
- Experience in customer support or technical support roles in a similar industry.
- Familiarity with CRM software and ticketing systems.
- Ability to work collaboratively in a team environment and manage multiple tasks efficiently.
- Strong analytical skills to assess problems and develop effective solutions.
- Basic knowledge of programming may be advantageous.
Preferred Qualifications:
- Bachelor’s degree in Engineering or a related field.
- Previous experience in technical support for automotive products or power systems.
- Certifications related to technical support, such as ITIL or CompTIA A+, are a plus.
This role offers an opportunity to make a significant impact on our customer service experience and contribute to the success of Eastman Auto & Power Ltd. If you are passionate about technology and customer satisfaction, we encourage you to apply.
Open Positions
3
Skills Required
Communicate with customers, service teams, and R&D engineers for issue understanding and resolution tracking.
Role
About the Role:
As a Technical Support Engineer at Eastman Auto & Power Ltd, you will play a critical role in providing technical assistance and support to both internal teams and external customers. Your responsibilities will include troubleshooting technical issues, ensuring timely resolutions, and offering expert guidance on product features and functionalities. This position requires effective communication skills, as you will need to convey complex technical information clearly to non-technical stakeholders.
About the Team:
You will be joining a dedicated and dynamic team of professionals who are passionate about technology and customer service. Our team values collaboration and knowledge sharing, fostering an environment where innovation and continuous improvement are encouraged. Team members come from diverse backgrounds, bringing a wealth of experience in different technical domains, which enhances our ability to solve complex issues effectively.
You are Responsible for:
- Providing prompt and effective technical support to customers and internal teams.
- Diagnosing and resolving technical issues related to products or services.
- Collaborating with cross-functional teams to improve product quality and customer satisfaction.
- Documenting technical procedures and maintaining support documentation for future reference.
- Staying up-to-date with product developments and industry trends to provide relevant support.
To succeed in this role – you should have the following:
- A Bachelor’s degree in Engineering, Computer Science, or a related field.
- Proven experience in a technical support role, preferably in the automotive or power sector.
- Strong problem-solving skills and the ability to think critically under pressure.
- Excellent communication and interpersonal skills for effective customer interaction.
- Proficiency in relevant software and tools, with a strong willingness to learn new technologies.
Education/Qualification
GRADUATION
Desirable Skills
Technical Support Engineer, Battery Testing
Years Of Exp
3 to 5 years
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