The Role\: Technical Support Engineer – L1 (Industrial Automation)

This position will support customer inquiries related to product pre-sales and post-sales, service inquiries, and other requests within the defined Zone or Countries. The role will require close coordination with key internal stakeholders to ensure customer inquiries, requests, or complaints are managed professionally and on time.

 

What will you do?

ESSENTIAL FUNCTIONS\:

Provide 1st level of technical support in pre-sales (product selection, application information) and post-sales (product installation, technical characteristics, technical complaints and troubleshooting) for Industrial Automation product offers focusing on Automation Control, Variable Speed Drives and Soft Starters, Motion Control & Robotics to SE partners and end-users.Responsible for answering incoming inquiries from customers on all channels (ex\: phone, email, chat) and prioritizing customer’s support needs.Escalating problems to Technical Support Level 2 when standard troubleshooting techniques and databases cannot provide an adequate solution.Provide support to the customers for product replacement, troubleshooting and technical complaints.Manage RMA process and queries related RMAComplete documentation and follow up on all commitments and customer details;Document all incoming calls using the CRM tool Collaborate with country-offer marketing on new product launches;Participate in various Technical & Customer Service & Sales Training Courses as requiredSupport the sales teams with detecting leads and sales opportunities.

 

Key Performance Indicators\:

Customer Satisfaction (individual and team NSS)Case backlog rateRe-opened ticket rateTransfer Rate to L2RMA casesOn-time resolution (OTRAverage speed to Answer in secondsTime to acknowledge in hoursFirst Logical Response