Deputy Manager - Global Customer Support @ Baxter India

Job Description

Roles & Responsibilities:

Providing core technical support to SE process automation customers to solve both hardware, software and application problems. Analyzes reported issues based on system diagnostics, issue symptoms, and customer data. Provide timely solutions to the customer by independently understanding the site issues and reproducing them. In the event of a system bug, utilizes appropriate tools and procedures to communicate with the customer and escalate the issue to Development. Should possess specific technical expertise in Foxboro DCS & Triconex systems or other DCS systems in order to handle customers.

1 Responds to customer issues via telephone, email, and the web. Supports SE teams, SE Field Service, Project Operations, or other SE personnel with technical assistance. In order to solve complex problems, collect data, upgrade software, or audit systems at customer locations, travel of up to 10% may be necessary. Utilizes available tools and resources to resolve issues in a timely and professional manner. Follows SE policies regarding escalation procedures in critical or unique situations.

2 Establishes effective working relationships with customers, co-workers, and cross-departmental personnel by using good communication skills. Developing effective working relationships and clear communications with customers from a wide variety of cultural and professional backgrounds is essential.

3 Participates actively in the planning and development of new products. Review technical documentation, develop plans for serviceability and service readiness, and other phases and requirements of new product development. You may be required to develop, conduct, or contribute to training programs for staff, other service personnel, and customers.

4 Utilizes SE tools and processes to report product performance issues and share knowledge about issues and solutions. Consistently and accurately utilizes case and knowledge management systems. Develop, review, and modify knowledge elements related to areas of expertise and understanding.

Preferred Qualifications and experience:

• Bachelor s degree in Instrumentation, E.E or related Qualification.
• Expertise in Automation Maintenance / experienced Service Engineers who had worked with Foxboro system products or similar large sized DCS / PLC.
• Seeking experience with Computer Networking including Installations and setup, troubleshooting, usage of network Sniffers and Network diagnostics.
• Knowledge on Linux. Python / C++ will be an added advantage.
• Field Instrumentation knowledge / Site experience is preferred.
• Working knowledge on Communication protocols like OPC, Modbus, serial links, RS232/485, etc.

Experience : 3 - 7 years
Qualification : B.E. in Instrumentation / Control Engineering/ Electronics or Electrical

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Keyskills:   mis customer service documentation finance insurance software system analysis field service system analysis technical support training programs process automation project operations computer networking knowledge management clear communications technical documentation communication protocols c dcs tac