Engineer - Technical Support

Job Description

As an Engineer Technical Support at Hach, a Veralto company, you will play a crucial role in providing advanced remote technical support to field service engineers, sales teams, and customers. Your primary focus will be on remote diagnostics, troubleshooting, application support, and root cause analysis to ensure timely issue resolution, high service quality, and customer satisfaction. Your key responsibilities will include:- Providing Level-1 technical support for Hach analytical instruments used in municipal, industrial, F&B, and water/wastewater applications.- Offering remote diagnostics and troubleshooting support, and traveling on-site when required to assist field engineers on critical cases.- Supporting installation, commissioning, troubleshooting, and preventive maintenance activities.- Analyzing service cases to determine root cause and recommending corrective and preventive actions.- Contributing to achieving service KPIs including response time, resolution time, and first-time-right performance.- Creating and maintaining technical documentation, troubleshooting guides, and knowledge base articles based on field learnings.- Providing technical inputs for spares identification, upgrades, and replacement recommendations.- Collaborating cross-functionally with Sales, Service Operations, and Product Management teams to resolve customer issues and drive improvements.- Ensuring accurate case documentation and discipline in CRM platforms (e.g., ServiceMax, SFDC).- Supporting training, mentoring, and technical coaching of field and bench engineers as required.Qualifications required for the role include:- Bachelors Degree or Diploma in Engineering (Instrumentation / Electrical / Electronics / Mechanical / Chemical).- 3 - 6 years of experience with proven service revenue growth responsibility.- Hands-on experience repairing analytical instruments (pH/ORP, turbidity, conductivity, sodium, TOC, etc.) preferred.- Strong troubleshooting and analytical skills.- Ability to read schematics, service manuals, and calibration procedures.- Willingness to relocate across India based on job/company priorities.- Willingness to travel.- Good written and verbal communication skills.- Teamwork and ability to work across cultures, locations, and business teams.- Expertise in MS Office. Exposure to Copilot AI tools would be an added advantage.- Proactive and action-oriented with an eye for detail.- Self-motivated with a passion for driving business growth in a rapidly evolving market.- Problem-solving skills and the ability to develop innovative solutions to meet customer needs.- Excellent communication and interpersonal skills, with an ability to build and maintain customer relationships.In addition to the above, Hach offers a range of benefits including best in industry vacation quota, hybrid working, professional onboarding and training options, career coaching and development opportunities, and health and wellness benefits. Join Hach and be a part of a vibrant global network dedicated to ensuring access to clean water, safe food and medicine, and trusted essential goods. As an Engineer Technical Support at Hach, a Veralto company, you will play a crucial role in providing advanced remote technical support to field service engineers, sales teams, and customers. Your primary focus will be on remote diagnostics, troubleshooting, application support, and root cause analysis to ensure timely issue resolution, high service quality, and customer satisfaction. Your key responsibilities will include:- Providing Level-1 technical support for Hach analytical instruments used in municipal, industrial, F&B, and water/wastewater applications.- Offering remote diagnostics and troubleshooting support, and traveling on-site when required to assist field engineers on critical cases.- Supporting installation, commissioning, troubleshooting, and preventive maintenance activities.- Analyzing service cases to determine root cause and recommending corrective and preventive actions.- Contributing to achieving service KPIs including response time, resolution time, and first-time-right performance.- Creating and maintaining technical documentation, troubleshooting guides, and knowledge base articles based on field learnings.- Providing technical inputs for spares identification, upgrades, and replacement recommendations.- Collaborating cross-functionally with Sales, Service Operations, and Product Management teams to resolve customer issues and drive improvements.- Ensuring accurate case documentation and discipline in CRM platforms (e.g., ServiceMax, SFDC).- Supporting training, mentoring, and technical coaching of field and bench engineers as required.Qualifications required for the role include:- Bachelors Degree or Diploma in Engineering (Instrumentation / Electrical / Electronics / Mechanical / Chemical).- 3 - 6 years of experience with proven service revenue growth responsibility.- Hands-on e

Keyskills :
TroubleshootingAnalytical SkillsMS OfficeSchematics ReadingCalibration Procedures