Senior Technical Support

Dover India; Bengaluru; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Dover India is seeking a Senior Technical Support Engineer to serve as the final escalation point within CTS. You will work with Field Engineering, Project Engineering and Software Development to resolve the most difficult issues across time zones.

The role requires 3–10 years of pharma tech support experience, strong Windows, MS SQL, cloud, and networking skills, and a collaborative mindset to mentor junior staff and deliver timely customer care.

Qualifications

• Must have a degree in Computer Science or Electrical Engineering, or 8+ years of pharma call-center technical support experience.
• Deep knowledge of Windows operating systems, MS SQL, and cloud technologies.
• Experience troubleshooting complex PLC circuits is preferred.

Responsibilities

• Act as escalation point for Level 2 & 3 support staff globally with time-zone considerations.
• Create and update case records with actions, diagnoses, and resolutions; follow up as needed.
• Coordinate with Field Engineering, Project Engineering, Product Management and Software Development to resolve cases.
• Ensure inquiries are responded to within established timeframes and service levels.
• Participate in 24x7 on-call Enterprise support.

Skills

Windows OS

MS SQL

Cloud tech

Networking

IT ops

Pharma support

Education

Bachelors in Computer Science

Electrical Engineering

Tools

PLC programming

Job description

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

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)