Job Description

Provides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. Accountable for the quality of own work. Subject to direct operations supervision/prescribed work instructions/systems checking. Executes within a well-defined operations framework. There is generally a step by step sequence of standard operational tasks which need to be followed to achieve an end result.

Job Description

Roles and Responsibilities

• Primary responsibility to stay at site or at Noida during the office hours for maintenance support on SCADA/DMS system Software/Hardware /networking/ IT applications and if required, travel to client site.
  Responsible for coordination with Site engineers for providing advanced level support for the Incident and Help to maintain real-time system availability (SLA).
  • Responsible for the quick response and should be available 24x7 to address the critical incidents.
  • Responsible for troubleshooting, root cause analysis of the issue for a permanent solution for a problem identified by a site engineer.
  • Responsible for coordination with Project/R&D/Expert Team for Advance level support in specific cases.
  • Responsible for Preparing and maintaining the required project related documents for Project maintenance phase such as Warranty status of equipment, Software deliverables media, IP list with user credentials etc.
  • Responsible to play a lead role in delivering presentations on complex matters to both internal and external customers as required.
  • Responsible for Monitoring and Keeping a record of the Preventative Maintenance activity at each site.
  • Responsible for Following up the online incident reporting system (CW-Tool) for any open issues.
  • Responsible to provide the additional support for project punch point closure.
  • Responsible to carry out duties in accordance with EHS policies and Company Ethics.
  • Responsible for taking technical interview/Assessment of for a new employee.
  • Responsible to provide the technical training to the customer as per requirement.
  • Responsible for resource development/Knowledge sharing/technical training for new employee/site engineers/peers.
  • Open to relocate for PAN India site deputation (temporary / permanent) on need basis.

Required Qualifications

• This role requires basic experience in the Services & Digital Customer Support Engineering. Knowledge level is comparable to a Bachelor's degree from an accredited university or college ( or a diploma with relevant experience).
• Bachelor's degree [in Electrical / Computer / Electronics] from an accredited university or college (or a diploma / GED with at least 3 years of experience in Job Family Group(s)/Function(s)).

Desired Characteristics

• Strong oral and written communication skills. Ability to troubleshoot & document, plan, execute for SCADA/EMS/WAMS issues.

Additional Information

Relocation Assistance Provided: No

Skills Required

• Communication
• Troubleshooting