Product Support Engineer

Summary:

We are seeking a motivated engineering graduate with strong analytical and communication skills to join our product support team. This role involves troubleshooting fleet connectivity and data quality issues, managing customer-facing support activities, and collaborating with cross-functional teams to enhance product performance and customer satisfaction.

Responsibilities:

• Monitor dashboards, create and resolve support tickets related to fleet connectivity, data quality, and subscription services (e.g., Product Link devices, VisionLink).
• Troubleshoot technical issues and provide timely resolutions to dealers and customers.
• Analyze and interpret data, preparing customer-facing reports and insights.
• Collaborate with process partners and development teams to provide input on product enhancements and dashboard improvements.
• Develop and maintain knowledge bases, FAQs, and documentation of support activities for future reference.
• Assist Product Service Engineers in preparing failure analyses, summary reports, and technical communications.
• Establish and maintain strong relationships with dealers, suppliers, and Company departments.
• Ensure effective communication between Company and dealers, addressing technical product concerns and escalating issues when necessary.

Requirements:

• Bachelor’s degree in engineering (any discipline).
• Strong analytical and data interpretation skills.
• Proficiency in Microsoft Office applications, with advanced Excel skills.
• Basic working knowledge of Power BI for reporting and visualization.
• Familiarity with SQL for data querying and handling large datasets (preferred).

Required Skills:

• Product Support & Technical Troubleshooting
• Effective Communication & Stakeholder Management
• Microsoft Office (mandatory), Power BI (basic), SQL (basic)
• Strong attention to detail, curiosity, and ability to prioritize effectively

Preferred Skills:

• Customer-facing product support in critical sectors (healthcare, transportation, energy, utilities, etc.).
• Direct interactions with international customers outside India.
• Experience in technical troubleshooting and product support documentation.

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