Officer Product Support

Job Summary:

• Provide technical support to customers and service engineers regarding product issues.
• Assist in resolving product-related issues and complaints promptly and effectively.
• Maintain accurate records of support cases and track their resolution status.
• Respond to customer inquiries and provide technical assistance via phone, email, and other communication channels.

• Create and update technical documentation, including manuals, guides, SOPs, and troubleshooting documents.
• Ensure all technical literature is accurate, up-to-date, and easily accessible to relevant stakeholders.
• Maintain and update product documentation and manuals.
• Collaborate with the RD and engineering teams to develop detailed and user-friendly documentation.

• Work closely with the sales and service teams to address customer concerns and enhance service delivery.
• Maintain a high level of customer satisfaction by addressing concerns promptly and effectively.

• Assist in conducting training sessions for service engineers and customers on product knowledge and technical skills.
• Develop training materials and support the Manager - Product Support in delivering training programs.
• Support the Product Support Manager in training sessions and workshops.

• Prepare regular reports on support activities, customer feedback, and product performance.
• Analyze product performance data and prepare reports.
• Provide insights and recommendations to the Manager - Product Support for enhancing product support strategies.

• Work closely with the RD, quality, and manufacturing teams to address recurring issues and improve product reliability.
• Collaborate with other departments to ensure seamless service operations and support.

• Assist in developing and implementing standard operating procedures (SOPs) for product support.
• Identify opportunities for process improvements and support their implementation.

• Bachelors degree in Engineering, Technology, Information Technology, or a related field.
• Minimum of 3 years of experience in product support or a similar role.
• Strong technical knowledge of products and troubleshooting skills.
• Excellent problem-solving and communication skills.
• Proficiency in technical documentation and software tools.
• Experience in solar products and the motor pump industry is an advantage.