We are seeking a Technical Support Engineer to provide technical expertise and coordination for the regional service team. This role is central to ensuring operational efficiency and customer satisfaction for port machineries like reach stackers, material handlers, and cranes by offering remote and on-site support, managing parts, and collaborating with cross-functional teams.
Role & Responsibilities
Field Support:
- Direct and coordinate with the product support and field support team.
- Provide excellent customer service to increase customer satisfaction, loyalty, and retention.
- Support the field team with part codes, schematics, and manuals.
- Offer remote support for programming displays and controllers, performing calibrations, and other activities.
- Coordinate with the technical team to provide troubleshooting solutions and standard operating procedures (SOPs) to the field team.
- Arrange parts and drawings from R&D as required.
- Escalate critical field issues to the HO Technical team, Business Unit, R&D, QA, and production for resolution.
- Coordinate parts arrangement in emergency breakdown cases.
- Visit sites for commissioning, modifications, and breakdown support when required.
- Coordinate with product support and parts teams for parts planning and review existing stock to ensure high availability for all categories.
Warehouse Support:
- Extend technical support to the warehouse team for parts identification during Goods Receipt Note (GRN) and racking.
- Support the field team by checking and arranging the correct parts in case of wrong supply.
- Assist in physical stock verification when the field team requests support.
- Program displays and controllers before material dispatch.
- Coordinate with the warehouse team for material dispatch inspection, part confirmation, and provide instructions for speedy delivery in emergencies.
Coordination with Plant Team Support:
- Provide test yard support for technical issues, program uploads, and calibrations.
- Offer repair and rework support for accidental machine repairs, coordinating with the plant team for machine restoration and parts billing.
- Support the production team with daily activities like machine testing and urgent dispatches.
- Coordinate and support the PPC, SCM, and marketing teams during customer visits at the plant.
Skills Required
- Strong technical background in port machineries (e.g., Reach stacker, Material handler, empty container handler, forklift, RTG, and STS Cranes).
- Expertise in remote technical support, including programming and calibration.
- Proficient in troubleshooting and providing solutions for complex technical issues.
- Excellent coordination and communication skills to liaise with various teams (field, warehouse, plant, R&D).
- Strong knowledge of parts identification and inventory management.
- Ability to handle emergency breakdowns and provide timely support.
