Technical Assistance Specialist

Biesse; Bengaluru; In loco; INR 420.000 - 700.000; Tempo pieno

Descrizione del lavoro

Biesse is seeking a service-oriented professional in Bengaluru to support customers and engineers via calls and email. You will raise tickets, document issues, and guide resolutions, including suggesting spare parts and coordinating with internal teams.

Role requires visiting sites, traveling to Italy for training, and strong MS Office and ERP experience. Excellent English communication is essential for international customers.

Competenze

• Ability to understand problems via phone/email.
• Troubleshoot machine and process problems.
• Identify suitable spare parts and propose solutions.
• Proficient in MS Office and machine/app software.
• Experience with ERP/Salesforce platforms.

Mansioni

• Attend calls from service engineers and customers, raise real-time tickets and resolve issues within agreed timelines.
• Document problems clearly and ensure proper procedures are followed.
• Visit customer sites to attend complaints and suggest suitable spare parts for proper operation.
• Analyze complaints and provide input for preventing future issues; visit site when needed.
• Close calls with coordination for parts identification, spares, dispatch and resolution.
• Coordinate with inter-departments to improve product quality and documentation.
• Stay updated on new products through technical department training.
• Train customer operators and technicians on wood processing machines.
• Maintain accurate data in ERP and report to superiors.

Conoscenze

Customer support

Ticketing

Technical troubleshooting

MS Office

English communication

Spare parts knowledge

Formazione

Mechanical/Mechatronics/Electrical/Electronic Engg. Diploma/Graduation

Strumenti

Oracle ERP

Salesforce

Descrizione del lavoro

Role & Responsibilities:

Attend the calls of service engineers and customers on phone or through email, raise real time tickets based on the calls received, provide necessary support to resolve the problems and close the ticket within the agreed timeline.

• Understand thoroughly the problems reported by the customers and ensure proper documentation and procedures of the same.
• Visit customer place to attend complaints and provide appropriate solutions to achieve good customer satisfaction and suggest suitable spare parts to the customers ensuring proper working of the wood processing machines.
• Analyze the customer complaints received and provide input for the stakeholders to prevent the problems reported on timely basis. Visit the site and provide necessary solutions in case of inability to resolve the same over call.
• Close the assigned calls, and ensure coordination with the customers for part identification, spares offer, spares dispatch and fix the problem to complete the call in an efficient manner.
• Coordinate and work closely with inter departments to resolve the problems and improve the product quality and documentation.
• Follow-up with technical department and get up-to-date knowledge on the new products. Attend training programs for knowledge update as and when required.
• Focus on continuous improvements with respect to service, installation, assembly, problem resolving, and phone support to customers.
• Train the customer machine operators, maintenance technicians of customers, new service engineers of the Company on wood processing machines.
• Ensure to achieve set goals with accurate self-trackers, accurate data management in ERP and submit to superiors periodically.
• Handle any other activities assigned by superiors.

Preferred candidate profile

Education:

• Technical Diploma / Graduation in Mechanical/Mechatronics/Electrical / Electronic Engg.

Technical/Functional Requirements:

• Ability to understand and interpret the problems communicated through phone/e-mails.
• Ability to grasp the problems of the customers and provide suitable solutions.
• Ability to probe customers and identify their requirements.
• Ability to troubleshoot machine and process problems.
• Ability to identify suitable spare parts and propose to the customers.
• Ability to work in MS Office applications. Machine & Application Software.
• Ability to handle techno-functional activities in Oracle ERP, Salesforce, etc.
• Ability to evaluate, tabulate and prepare reports based upon the data.

Other Requirements:

• Willingness to work in shifts to meet the requirements of international customers.
• Willingness to travel to Italy and stay for a long period for necessary training.
• Ability to understand the communication of international customers.
• Ability to communicate well verbally and written in English.
• Ability to deal with things with integrity and high-value system.
• Ability to deal with a wide variety of internal and external people.
• Ability to establish personal branding and charisma.
• Ability to establish strong networking and rapport building.
• Ability to give and take feedback.
• Ability to handle customer relationship management.