Engineer - Technical Support (TRC) at Eaton USA

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

14 Apr, 26

Salary

0.0

Posted On

14 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Product Selection, Troubleshooting, Problem Solving, Customer Service, Technical Knowledge, Data Analysis, ERP, PLM, CRM, Communication, Training, Documentation, Switchgear, Electrical Engineering, Adaptability

Industry

electrical;Appliances;and Electronics Manufacturing

Description

The primary function of the incumbent is to provide technical support for Low Voltage Power Distribution Products, including residential products (load centers, breakers, group metering and generators), dry type transformers, switching devices (safety switches, rotary switches), molded case breakers, miniature breakers and select alternative energy related products. The position would include assisting customers with product selection, troubleshooting, and application assistance received via email and chat. "1. 2. 3. Provide Pre-sale support like product selection, product configuration, and budgetary quotes. 4. Researching, diagnosing, troubleshooting, and identifying solutions to resolve issues. 5. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams. 6. Maintain and expand the product knowledge base available to all internal and external teams. 7. Refer to internal database or external resources to provide accurate tech solutions 8. Use Enterprise-wide tools, SharePoint, Share drive, etc. to address customer concerns. 9. Maintain a high level of customer satisfaction through his own work by keeping NPS/CES up to the mark. 10. Develop a healthy working relationship with the US team for effective problem resolution and guidance. 11. Prepare and maintain records, reports, etc, also update all the process trackers in real-time to get a better insight of the workload. 12. Able to conduct technical product knowledge sharing sessions to improve teams' technical capabilities. 13. Should be able to identify training required and create training plans to bridge the technical product skill gap." Graduate in Engineering (Electrical). Minimum 6-8 years of experience in Switchgear Industry "A. Good understanding of technical aspects of switchgear Components, Assemblies and its related applications B. Strong problem solving, product troubleshooting skills and be able to understand and resolve customer Tier-1 and Tier-2 issues independently C. Should be able to interpret customer specifications, drawings and schematics D. Advance excel knowledge and data analysis skills E. Should have basic understanding of ERP,PLM, CRM and other enterprise wide tools" "A. B. Self-Motivated to identify and prioritize assigned work D. Abilities within Adobe and Microsoft Outlook. E. Good written communication and verbal communication F. Out-of-the-box thinking G. Ability to quickly adapt to change and successfully manage urgent/high and multiple priorities."

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Responsibilities

The Engineer - Technical Support will provide technical support for Low Voltage Power Distribution Products and assist customers with product selection, troubleshooting, and application assistance. The role includes maintaining customer satisfaction and developing a knowledge base for internal and external teams.