Focuses on providing technical support and expertise to the sales team and customers during the sales process. Expertise provided to parties may include answering questions about a single product or a product line, providing in-depth demonstration of the products, assisting customer with maximizing the benefits from the products they bought, and diagnosing, troubleshooting, repairing, and debugging complex systems.
Job Summary:
- Installing/commissioning, maintaining, and repairing MCS solutions, providing on-site & online technical support, troubleshooting issues and conducting preventative maintenance
- Training to customers/end users to ensure optimal performance and satisfaction
- Diagnosing faults, performing repairs, updating manuals, managing inventory, documentation/reporting and adhering to safety regulations
- Responsible for making service related (AMC, Spares and Service visits) quotes, order processing and payment follow-ups.
- Lead demos at customer place and support sales team to win strategic orders
- Lead NPS (Net Promoter Score) survey with customers and provide feedback to management
- Communicating with customers, understanding service needs, answering queries, and offering guidance
About the Job: Provide technical support and maintenance services to customers. This includes troubleshooting, repairing and maintaining products and systems, providing technical assistance and monitoring performance. Ability to work independently and as part of a team in a fast-paced and dynamic environment.
Key Responsibilities
- Installation, Commissioning & Maintenance: Proactive Planning, Scheduling, Install, Commission, and Perform routine preventative maintenance on MCS make systems.
- Troubleshooting & Repair: Diagnose technical issues, conduct diagnostic tests, and implement effective solutions for faults.
- Customer Support: Provide on-site or remote technical assistance, train clients in equipment usage, and offer solutions.
- Documentation: Maintain accurate records of all service, repair, and maintenance activities. Creation of spares quote, Payment Follow up and internal coordination with Commercial team.
- Compliance: Ensure all work adheres to health, safety, and regulatory standards.
- Inventory: Manage spare parts and tools for repairs and work with sales for demo.
- Collaboration: Work with other engineers and sales staff to resolve complex problems.
Education and Experience Requirements:
- Diploma / Bachelor degree, Electrical / Electronics/Mechanical/Instrumentation Engineering background
- Minimum 3 years of relevant
- Service experience in wire/cable and metals is an added advantag
Preferred Skills and Abilities:
- Fluent in English
- Skills in communication, presentation and negotiation
- Willing to travel short notice
- SAP experience is an added advantage
Travel Required
- 75% or more.
Top Skills
What We Do
Nordson is a team of 7,300 global employees thriving in an environment where they are supported and encouraged to be their best. Working side by side, we build meaningful connections with each other and our customers.
Together, we deliver products that are solutions, and they’re likely touching your life every day. Have you ever changed a diaper? Opened a box of cereal? Used a smart phone or driven a car? Then we’ve already met.
At Nordson, we take pride in being an outstanding corporate citizen and strongly believe in sharing our success with the communities where our employees live and work. Whether you’re working in one of our labs, offices or manufacturing facilities, your efforts will enable our customers to succeed and our company to continuously improve and grow.
We engineer, manufacture and market differentiated products and systems used for precision dispensing and processing in a variety of end markets, from packaging to transportation and medical to electronics.
Founded in 1954, we operate under the values of integrity, respect for people, customer passion, energy and excellence. Nordson is headquartered in the United States in Westlake, Ohio, and has direct operations in more than 30 countries to support our products and systems with application expertise and a direct global sales and service organization
