NOC Engineer/FAE

Responsibilities:

• To Monitor RMS (web tool) real time monitoring of chargers and share issues with relevant stakeholders and closure of the same in time frame manner.
• To support and guide Customer support team by analysing the issues through RMS.
• To Prepare daily/weekly/monthly charger performance report by using RMS data and comparing actual field issues data.
• To provide product and technical support to the customer support team.
• To perform troubleshooting for field issues and resolve the same within a turnaround time.
• Testing on dedicated setup to simulate the field issues and provide resolutions to the field team.
• To provide training to the customer support team and new joiners for existing products, newly added features, technology or upgrades as well.
• To prepare and maintain the troubleshooting documents for the issues faced in the field
• To cater to exceptional issues from the field and discuss the same with R&D.
• To visit the field on a regular basis for product performance assessment.
• To integrate chargers with OEM backend servers.
• To collect and maintain list/logs for field or site issues.
• To ensure the stability of the product in the field with a support team.
• To provide product technical engineering information by creating and giving presentations on customer proposals.
• Involve with R&D and suggest product improvements (Software & Hardware)
• To ensure Sustainability of charger in field