Customer Support Engineer

About the Company

Shakti Hörmann is a manufacturer of high-quality doors and industrial entrance solutions. It is part of the German Hörmann Group, known globally for doors, shutters, and loading-bay systems. In India, Shakti Hörmann supplies products such as fire-rated doors, industrial doors, residential doors, and automation systems for commercial, industrial, and institutional projects.

Incumbent for the position should be service-oriented professional with 2-3 years of experience as key personnel from a support services domain to provide customer support to sites assigned for door installation and maintenance service to our customers. The aspirant is expected to work towards ensuring quality service, installation to improving equipment safety and performance as well as promoting constant and proactive support, maintenance and service. Escalate issues timely without any lag at his end.

About the Role

KEY DUTIES & RESPONSIBILITIES (Primary duties)

Responsibilities

• Aspirant will be SPOC to all teams working at site assigned providing support, guidance, training in line with company expectations without any compromise on product quality.
• Incumbent should be able to support team at sites responsible for installation, service, maintenance works on customer sites assigned.
• Incumbent should be able to read manuals, drawings and troubleshoot the problems at site pertaining to the product installed and should be able to escalate to next level in the region if he is unable to resolve the issue.
• Aspirant’s job would entail coordination with vendors, service providers and site teams and be proactive at site allocated and report regularly on daily, weekly along with MIS reports as desired at the region.
• Incumbent should be open to continuously upgrade his knowledge of self and team with him through reading manuals & interacting with technical team and seniors and be abreast with client needs.
• Ability to handle customer queries at site / region assigned on the technical issues from time to time.

Qualifications

B.E / B.Tech (Mechanical / Electrical)

Required Skills

3-6 years of experience as key personnel from a support services domain.

Preferred Skills