Technical Support Engineer
Resume:
Karthick Krishnan
Hosur, Tamil Nadu ******
****************.*@*****.***
Technical Support Engineer with 7+ years of experience managing technical services and support operations. Proven success in implementing innovative customer and technical support strategies.
Adept at analyzingcritical support requirements while increasing reliability and improving productivity. Work Experience
Sr. Technical Analyst (Remote Technical Support)
Merck KGaA-Bengaluru, Karnataka
Full-time
May 2020 to Present
Responsibilities:
# Effectively communicating with end-users to identify and resolve technical issues via Phone (CRM), Email and Chat about Instruments.
# Providing scientific responses to the more complex questions and solutions to customer’s research problems by utilizing scientific knowledge and available resources, consulting with more experienced scientists when necessary.
# Documenting all the customer interactions and updating in the tracking systems (SFDC).
# Communicating with customers on status of the cases/Tickets and updates.
# Following up with customers for actions and feedback on tickets.
# Preparing Standard Operating Procedures for instruments and sharing with customers.
# Training new joiners and Service Engineers related to products.
# Preparing technical quotes for spare parts and billable repairs.
# Documenting product quality issues and informing to developer team.
# Contributing to company/department operations and process improvement efforts.
# Working Knowledge of Remote Supporting Tools (Team Viewer), for calls (Avaya) and SFDC. Senior Service Engineer
Labindia Instruments Pvt Ltd-Chennai, Tamil Nadu
Full-time
December 2015 to April 2020
Responsibilities:
# On-site installation, validation and commissioning of instruments.
# Provided high level technical support to customers by Telephone, Mail and at their location
# Coordination with team members to solve the customer problems.
# Provided Pre Installation Requirements and Confirmation of arrangements.
# Resolved customers software and hardware related problems.
# Maintained accurate instrument service reports and documentation through online service documentation systems.
# Provided on-site calibration services for all the instrumentation achieving high levels of customer satisfaction.
# Prepared Technical Quote and spare parts list.
# Closed customer complaints.
Service and Inspection Engineer
Omega Inspection and Analytical Laboratory-Coimbatore, Tamil Nadu Full-time
November 2014 to November 2015
Responsibilities:
# Monitored that site works are being undertaken in accordance with approved method statements and inspection test plans.
# Installation, Maintenance, Calibration and Troubleshooting of Instruments.
# Determines quality improvement parameters by identifying statistical methods relevant to manufacturing processes. Coordinating with the customers regarding technical support Service Engineer
HILLSBOROUGH GENERAL TRADING LLC-Dubai
Full-time
February 2014 to September 2014
Responsibilities:
# Served as technical lead within the Professional Services organization by acting as the escalation point for issues arising from Customer Support and other functional areas within the company.
# Developing and maintain a deep understanding of how the entire suite of products is developed, deployed, and supported.
# Perform routine maintenance on equipment, and assist in establishing preventative maintenance schedules with customer.
# Involved in generating and managing leads on technical requirements from various sources and dealing with potential customers.
# Installation, Maintenance and Servicing.
# Forming new or innovative designs in particular application field, making prototypes and demonstrating the application time-to-time to existing and potential users is critical activity.
# To initiate, facilitate as well as drive various business problem-solving and process re-engineering projects in collaboration with clients.
Service Engineer
TII Techno Testing Instruments Pvt Ltd-Coimbatore, Tamil Nadu Full-time
September 2011 to February 2014
Responsibilities:
# Forming new or innovative designs in particular application field, making prototypes and demonstrating the application time-to-time to existing and potential users is critical activity.
# Provide technical support, technical presentation about the product.
# Supporting in customized product / equipment design & developments for customers, providing technical assistance for the same and doing requirements’ analysis.
# Installation, Maintenance and Servicing of instruments. Education
Bachelor of Engineering in Electrical and Electronics in Engineering Er.Perumal Manimekalai Engg College - Hosur, Tamil Nadu 2011
Diploma in Electrical and Electronics Engineering in Electrical and Electronics Engineering
Er.Perumal Manimekalai Polytechnic Clg - Hosur, Tamil Nadu 2008
Skills / IT Skills
• Customer service
• Maintenance
• Microsoft Office
• Power BI
• Salesforce
• Field service
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