Senior Technical Support

Dover India; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Dover India is seeking a Senior Technical Support engineer in Bangalore to serve as the final escalation point within CTS. The role involves resolving highly complex issues through collaboration with Field Engineering, Product Management and Software Development.

The candidate should have 3–10 years of experience in technical support, with strong Windows, MS SQL, cloud, and networking knowledge. On-call duty and mentoring junior staff are expected.

Qualifications

• Degree in Computer Science or Electrical Engineering, or 8+ years in pharma tech support.
• Strong knowledge of Windows OS, MS SQL, cloud technologies and network operations.
• Experience troubleshooting PLCs is preferred.

Responsibilities

• Act as escalation point for Level 2 & 3 support globally and liaise with Project Engineering, Field Engineering, Product Management and Software Development.
• Reproduce and report product defects to Field Engineering, Product Management and Software Development for immediate and future consideration.
• Create and update case records with actions taken, problem identification and resolutions; include follow-ups.
• Ensure customer inquiries are responded to within set timeframes and service levels are met; identify and elevate priority issues.
• Provide product training to Levels 1 & 2 and mentor junior support personnel.
• Participate in a department on-call for 24x7x365 Enterprise support.
• Generate technical bulletins and contribute to knowledge base improvements.

Skills

Windows OS

MS SQL

Cloud Technologies

LAN/WAN Networking

IT Network Operations

Call center tech support

Pharma industry experience

Education

Bachelor's degree in Computer Science or Electrical Engineering

Job description

About Dover:

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible.

Designation: Senior Technical Support

Experience: 3 - 10 Years

Location: Bangalore

Lead Technical support Engineer is the final escalation point within the CTS Organization. Technical issues that cannot be resolved by level 2 support & Level 3 staff are escalated to Lead Technical Support Engineer. Lead Technical support Engineer will work on resolving the most difficult and complicated issues. This position works closely with Field Engineering, Project Engineering, Advance Technical Support, Product Management and Software Development.

Roles and Responsibilities:

• Act as escalation point for issues escalated from Level 2 & 3 support staff globallyHandle cases assigned over, due to differences in time zones & work balancingAct as a liaison to Project Engineering, Field Engineering, Product Management and Software Development to resolve cases.
• Responsible for reproducing / confirming product defects and reporting such defects to Field Engineering, Product Management, and Software Development for immediate & future considerationCreate and update case records, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled call backs to customer, where necessary.
• Ensure customer and partner inquiries are responded to within established timeframes and CTS service levels are achieved Identify and elevate priority issues appropriatelyAdhere to Escalation SOPsGenerate Out of Production notificationsCreate technical bulletins to serve as job aids and expand the knowledge base for handling support issuesProvide product training to Levels 1 & 2 and act as a mentor to junior support personnel.
• Provide recommendations for process improvementPerform all required tasks in a timely, professional manner and within service level objectivesInteract effectively and coordinate appropriate resources to resolve issues, satisfy and retain customersContinuously strive to increase product and business knowledge.
• Participate in a department on-call for 24x7x365 Enterprise support.

Must have skills

• The ideal candidate will have a degree in Computer Science or Electrical Engineering, or a minimum 8+ years experience in providing call center technical support preferably in Pharma companies.
• Must have in-depth knowledge of various Microsoft Windows Operating systems, Basic MS SQL database, Cloud Technologies, LAN/WAN Networking and IT Network Operations experience.
• Experience in troubleshooting complex computer programmable digital logic circuits PLC’s (preferred)