Engineer - Technical Support (ELX)

The primary function of the incumbent is to provide technical support for Electronics Products, including Magnetics products (Inductors, Transformers), Supercapacitors (Coin cells, Cylindrical Cells, Modules), Circuit Protection (Cartridge, THT &SMD Fuses, Fuse Holders, PTC Fuses, ESD Suppressors) & Terminal Blocks (Single row/ Barrier Strip, Euro mag) and select alternative energy-related products. The position would include assisting customers with product selection, troubleshooting, and application assistance received via email chat.
"1. Responsible for answering customer emails within TAT.
2a. Responsible for Handling Cross-reference requests from customers.
2b. Develop competitor cross references for Eaton New Product Releases.
3. Provide Pre-sale support like product selection, product configuration, and budgetary quotes.
4. Researching, diagnosing, troubleshooting, and identifying solutions to resolve issues.
5. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
6. Maintain and expand the product knowledge base available to all internal and external teams.
7. Refer to internal database or external resources to provide accurate tech solutions
8. Use Enterprise-wide tools, SharePoint, Share drive, etc. to address customer concerns.
9. Maintain a high level of customer satisfaction through his own work by keeping NPS/CES up to the mark.
10. Develop a healthy working relationship with the US team for effective problem resolution and guidance.
11. Prepare and maintain records, reports, etc, also update all the process trackers in real-time to get a better insight of the workload.
12. Able to conduct technical product knowledge-sharing sessions to improve teams technical capabilities.
13. Should be able to identify training required and create training plans to bridge the technical product skill gap."

Graduate in Engineering (Electrical/ Electronics/ Electronics & Telecommunication).
Minimum 3-5 years of experience in Electronics Industry

"A. Good understanding of technical aspects of Electronics Components, Assemblies, and their related applications
B. Strong problem solving, and product troubleshooting skills and the ability to understand and resolve customer Tier-1 and Tier-2 issues independently
C. Should be able to interpret customer specifications, drawings, and schematics
D. Advance excel knowledge and data analysis skills
E. Should have a basic understanding of ERP, PLM, CRM, and other enterprise-wide tools"
"A. Strong customer focus and interpersonal skills.
B. Self-Motivated to identify and prioritize assigned work
C. Strong technical and analytical skills.
D. Abilities within Adobe and Microsoft Outlook.
E. Good written communication and verbal communication
F. Out-of-the-box thinking
G. Ability to quickly adapt to change and successfully manage urgent/high and multiple priorities.
H. Customer experience and customer relationship management"