Location: New Delhi
Overview
The Technical Support specialist will be responsible for providing Technical Support (Online/Offline) to customers and Service Delivery Team for Peak’s range of Gas Generators as part of the technical support team.
Reporting to the Technical Service Supervisor, He / She will timely manage internal/external communication with efficiently and effectively deploying the right resources to deliver on-site services for maintaining minimum downtime, and maximum productivity resulting in enhancing customer experience & satisfaction as per Peak’s Service Delivery Policy.
Duties and Responsibilities
- Technical Support & Online resolution: Act as a first point of contact for calls, chat, and emails from internal and external customers regarding Service issues and technical queries. Provide first line of possible remote (Video/ Telecall/mail) troubleshooting and resolutions upon initial contact from customer by self or using our internal Resource / knowledge base & various tools. Further if issue persists, triggering movement of FSE for resolution.
- Customer Experience: Must meet customer expectations and SLA with consistency and effective communication. Share & Increase customer feedback on service quality.
- Work Ticket Management (SAP B1 & Zen Desk): Timely Scheduling of Planned & Unplanned Calls. Prior planning of Scheduled calls which will involve ticket creation, correction, allocation, and closure for every service visit as per Peak’s Service Delivery Policy. Maintaining highest level of ticket accuracy i.e. service category, visit notes and components used etc in SAP B1. After final closure of Work ticket, sharing service report to customer.
- Managing PM Schedules: Ensure correctness of PM scheduling along with designated kit in assigned location. Coordinating with customer and Field Engineer for smooth execution.
- Customer Coordination: Coordination with customer for planned and unplanned calls.
- Logistical Coordination: Coordinate with Warehouse Team for dispatching PM Kits/Parts to customer or engineer for timely resolution of call.
- Escalation call monitoring: To register and manage escalation calls as per process/matrix.
- Site Readiness for new Installations: Create tickets for new installation and coordinating with customer for site readiness by sharing pre installation requisites and deploying field engineer for the job completion.
- Inputs on Preventive Maintenance Kits/Parts inventory: Stock management and forecasting for the following quarter to accuracy for PM.
- Service Metrics: (Monthly): Meet or exceed all service metrics and processes.
- Reporting: Provide various related reports as per requirement, process and request within deadlines.
This role will be predominantly office based (85%) with need-based service /business travel (15%).
Experience
- 3+ years of experience in managing customer service/tech support/ QA / application support.
- Experience of handling customer segments (Pharma, CRO, Food, Chemical, A&R etc.) is preferred.
- Hands on knowledge of working with analytical chromatography equipment like GC, LCMS, HPLC, pharma documentation or pressure systems including Compressor/ hydraulic/ filtration will be advantageous and preferred.
Skills and Qualifications
- Diploma/ Degree in engineering/ Sciences
- Strong knowledge and understanding of electrical and mechanical systems.
- Ability to read/follow electrical, mechanical, and pneumatic diagrams.
- Good practical skills and a methodical approach to problem solving.
- Ability to manage time and schedule as per work priorities.
- Self-Disciplined and Ability to work under pressure against tight deadlines.
- Good verbal and written communication & influencing skills.
- Advocate and practice of customer first and customer delight values
- Tele caller etiquettes and Microsoft Office Skills.
- Knowledge of CRM/ SAP systems preferred
- Self-motivated and the ability to work with minimal supervision.
- Work schedule flexibility to accommodate working with global representatives in various timezones.
- Good team player, with the ability to adapt and learn with agility.
- Follows strict adherence to compliance of processes & policies