Job Description

Role : Manager/Dy. Manager (Technical support)

Location : Pune

Experience : 8 to 10 years in Customer Technical support/Project Management roles

Education : Bachelor of Engineering (Electrical/Electronics, Mechanical.

Responsibilities:-

• Serve as front line contact to offer complete technical support for the Products for all enquiries from external customers in India

• Act as an advocate for the customer and effectively communicate feedback to and from all stake holders (Product development, Quality, plant, specialist at HQ, Sales) in a very clear & concise manner

• Ask customers targeted questions to quickly understand the root of the problem

• Assist internal groups with technical issues and inquiries

• Take ownership of technical issues from initial report to final resolution

• Diagnose and troubleshoot technical issues, Provide prompt and accurate feedback to customers\' technical enquiries and recommendations

• Properly escalate unresolved issues to appropriate internal teams

• Ensure all issues are properly logged, prepare accurate and timely reports

• Create support documentation to be used internally as well as for customers (like FAQs, User manuals, Installation guides etc)

• Maintain good business relationships with all clients.

• Proven work experience in Engineering, preferably in permanent magnet motors or as a Technical Support Engineer or similar role.

• Proven work experience in engineering with customers in the automotive field as technical support for automotive applications, with preference in the field of buses, trucks, agriculture.

• Willingness to travel to clients when necessary.

• Good understanding of computer systems, mobile devices and other tech products.

• Ability to diagnose and troubleshoot basic technical issues.

• Excellent problem-solving and communication skills.

• Ability to provide step-by-step technical help, both written and verbal.

Antal International