Technical Support Specialist - Senior

Provides advanced technical support and training to clients after the sale of the product, including troubleshooting and resolving technical challenges. Collaborates with internal and external stakeholders to enhance product performance, ensuring customer satisfaction. Recommends product improvements based on feedback and mentors less experienced technical support specialists.

1. Technical Support and Customer Relations

• Strengthens partnerships with customers and sales teams by resolving technical or engineering issues related to the sales, installation, and utilization of company products.
• Evaluates customer requirements to recommend appropriate product solutions and modifications.
• Proposes product and service enhancements to reduce costs and improve functionality.
• Prepares technical documentation, including operating manuals, training materials, and reference guides for customers and internal teams.

2. Proposal and RFQ Handling

• Reviews electrical power distribution schemes (SLDs) and identifies observations or deviations for Pre-Bid meetings.
• Coordinates with suppliers for electrical panel designs, GA drawings, BOMs, and adherence to specific codes and standards as per RFQ.
• Conducts fault-level calculations, prepares cable schedules, and estimates earthing schemes based on site conditions.

3. Project Implementation

• Leads kickoff meetings with sales teams and customers to establish project scope, deliverables, schedules, and requirements.
• Prepares and submits detailed engineering documents for customer approval, including electrical schemes, BOQs, and compliance documentation.
• Coordinates with panel suppliers for PLC logic building, protection relay requirements, and customer witness testing at the supplier s facility.
• Develops project operation philosophies and ensures alignment with site requirements.

4. Process Improvement and Mentorship

• Utilizes Six Sigma methodologies to improve customer operating costs and enhance product reliability.
• Mentors less experienced technical support specialists, fostering growth and development in the team.

Education, Licenses, Certifications

• Bachelor s degree in Engineering or a related field required.

Experience

• Intermediate level of relevant work experience, including hands-on technical support and project implementation in electrical and automation systems.

Technical Skills

• Data Analytics: Ability to analyze and interpret qualitative and quantitative data to extract meaningful insights.
• Customer Technical Problem Solving: Skilled in identifying root causes using industry-standard methodologies and Cummins-specific practices.
• Electrical and Automation Systems Expertise: Proficient in electrical power distribution, fault level calculations, earthing schemes, and PLC logic building.

Core Competencies

• Being Resilient: Overcomes setbacks with adaptability and resourcefulness.
• Builds Networks: Establishes strong professional relationships internally and externally.
• Collaborates: Works effectively with teams to achieve common goals.
• Communicates Effectively: Tailors communication styles to meet the needs of diverse audiences.
• Customer Focus: Delivers solutions that address customer requirements and enhance satisfaction.
• Ensures Accountability: Holds self and others accountable for meeting commitments.
• Instills Trust: Builds confidence through integrity and authenticity.
• Nimble Learning: Adapts quickly by leveraging both successes and challenges as learning opportunities.
• Values Differences: Recognizes and utilizes diverse perspectives to foster innovation.