Technical Support Engineer -Laser Printer @ Jobsplan dot Hiring

Job Description

1. Pre & post-sale product support for Laser technologies (CO2, Fibre & UV lasers). Provide expert technical support to engineers / customers via phone, email, or in-person, addressing inquiries and troubleshooting technical issues related to the product / technology.
2. Perform workshop activities like printer repair, spares part testing etc for spare failed under warranty/AMC contracts.
3. In house testing of various printing applications before implementing at customer end.
4. Responsible for Implementing Solution (Product Part) at customer end successfully.
5. Maintain records for customer interactions for their technical issues and resolutions provided in the support ticketing system. Must be able to conclude root cause analysis (RCA) on failures reported.
6. Escalate complex technical issues to senior technical support staff or development teams when necessary, providing clear and concise information for effective troubleshooting.
7. To conduct product training for internal/external customers and for newly joined field engineers.
8. Assist in creation and maintenance of technical documentation, Customer specific SOPs, including user manuals, troubleshooting guides, and knowledge base presentations.
9. Traveling to various customer sites PAN India for product / application support when required for demonstration, installation and attending breakdown calls.
10. Highlight Product quality issues in forums, work on Early life performance trackers etc.
11. Consult & demonstrate latest printing machine solutions for industry 4.0 and utilize respective hardware/software/ services to become a product expert and develop capability for contributing to product management & support function of company.

• BE / Diploma Electronics / Electrical / Instrumentation/Electro-Mechanical or Equivalent from a reputed institute.
• Employee of a Company with sales turnover not less than Rs. 250 Crores
• Experience of minimum 3-5 years in technical support
• Must have good knowledge of Laser safety standards and capable of educating customer on safety aspects of industrial laser printers.
• Knowledge on Laser printing technologies (CO2, Fibre & UV lasers) is must.
• Knowledge on basics electronic components like sensor, encoder, power supplies and PCBs etc.
• Knowledge on mechanical aspect of any installation. Understanding 2D /3D drawing will be an advantage.
• Must have good knowledge of Computers, Office 365, Teams (Preferable), Ethernet communication, IP assignment, Internet explorer etc.
• Good communication skills, both written & verbal, with the ability to convey technical information to internal / external audience.
• Ensuring adherence to company service standard in terms of fast response time, quality of works and good personal behaviour to the internal customers.
• A good team player, who can collaborate with all internal level stakeholders and can contribute to complete an assigned job.
• High listening skills and understanding capabilities. Ability to work under pressure and decide best possible action based on situation.
• Appetite to grow in Product management and its support function and become a key contributor to organisations business.

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Keyskills:   fibre co2 laser printing technologies uv lasers