Deputy Manager - Primary Technical Support
2 days ago• Gurgaon, India
Description - External
Job Description for Primary Technical Support Engineer (Automation)
Key Responsibilities:
- Responsible to resolve, close and escalate customer's technical queries by providing technical support in pre-sales (product selection, document requests, application information) and post-sales (product installation, troubleshooting, technical characteristics, technical complaints) support to customers on all available channels (ex: Toll free phone, email, chat, web) and prioritizing customer's support needs which are routed to customer care technical support.
- Resolve technical requests from customer on product and solutions effectively within fixed timeframe.
- Understand, evaluate and reproduce received technical questions, determine the causes and convey the solution to reported problem.
- Creating and managing knowledgebase based on validated solutions.
- Prepare and provide technical trainings on request to Teammates and Customer
- Take ownership and ensure the customer is satisfied before closing any request.
- Assure a proper resolution for queries related to product replacement, on-site intervention, technical complaints and product quality returns.
- Detect opportunities to serve the customer while addressing customer support requests.
- Coordinate with relevant Quotation, Sales or Marketing contacts for special prices.
Qualifications - External
Core Competencies:
- Minimum 3-6 years hands-on experience of Installation, Service and commissioning
- Sound knowledge of Variable Speed Drive, Soft Starters, Servo Drives, Motors, PLC's, HMI, Encoders, SCADA, Relays, Timers and sensors.
- Understanding of various Industrial Communication network such as Modbus, Modbus TCP/IP RIO, CAN Open, Profibus, Ethernet/IP and Client Server Architecture.
- Hands-on experience and wide understanding of Schneider Electric products, solutions and engineering concepts would be an advantage.
- Having Knowledge on M340 /M580 Aveva Scada System and control Expert/Unity pro software would be an advantage.
- Basic Knowledge of Schneider ATV630/930, ATV320, ATV340, ATV 12 and ATS Soft Starter is must.
Qualifications - Internal
- Bachelor's degree in electrical/Electronic/Instrumentation Engineering.
- Minimum 4-6 years of hands on experience on Projects, Services, Installation and commissioning of PLC/PAC Plant Control systems
- Basic Knowledge of MS Office Tools like Excel, Word , PPT etc
- Hands-on experience and wide understanding of Schneider Electric products, solutions and engineering concepts would be an advantage.
- Excellent communication skills (Oral & Written) and ability to interact with global customers.
- Excellent problem solving and data analytical approach.
- Excellent team player.
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Client-provided location(s): Gurgaon, India
Job ID: Schneider_Electric-https://careers.se.com/jobs/103068?lang=en-us
Employment Type: FULL_TIME
Posted: 2025-12-12T18:57:46
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion