Lead Technical Support

About Dover:

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible.

Designation: Lead Technical Support

Experience : 10 - 15 Years

Location : Bangalore

Lead Technical support Engineer is the final escalation point within the CTS Organization. Technical issues that cannot be resolved by level 2 support & Level 3 staff are escalated to Lead Technical Support Engineer. Lead Technical support Engineer will work on resolving the most difficult and complicated issues. This position works closely with Field Engineering, Project Engineering, Advance Technical Support, Product Management and Software Development.

Roles and Responsibilities:

• Act as escalation point for issues escalated from Level 2 & 3 support staff globally
• Handle cases assigned over, due to differences in time zones & work balancing
• Act as a liaison to Project Engineering, Field Engineering, Product Management and Software Development to resolve cases
• Responsible for reproducing / confirming product defects and reporting such defects to Field Engineering, Product Management, and Software Development for immediate & future consideration
• Create and update case records, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled call backs to customer, where necessary
• Ensure customer and partner inquiries are responded to within established timeframes and CTS service levels are achieved
• Identify and escalate priority issues appropriately
• Adhere to Escalation SOPs
• Generate Out of Production notifications
• Create technical bulletins to serve as job aids and expand the knowledge base for handling support issues
• Provide product training to Levels 1 & 2 and act as a mentor to junior support personnel
• Provide recommendations for process improvement
• Perform all required tasks in a timely, professional manner and within service level objectives
• Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers
• Continuously strive to increase product and business knowledge
• Participate in a department on-call for 24x7x365 Enterprise support

Must have skills:

• The ideal candidate will have a degree in Computer Science or Electrical Engineering, or a minimum 8+ years experience in providing call center technical support preferably in Pharma companies.
• Must have in-depth knowledge of various Microsoft Windows Operating systems, Basic MS SQL database, Cloud Technologies, LAN/WAN Networking and IT Network Operations experience
• Experience in troubleshooting complex computer programmable digital logic circuits PLCs (preferred)