Manager - Product Application Engineer - L1 Technical Support

Job Summary

The L1 Technical Support Engineer will provide pre-sales and application support for Industrial Automation products including Variable Frequency Drives (VFDs), Soft Starters, PLCs, HMIs, Industrial Communication, and related automation solutions. The role will serve as the first level of technical expertise for channel partners, sales teams, and customers across the South Zone, ensuring timely support, product selection guidance, application development assistance, and effective customer engagement.

Key Responsibilities

Pre-Sales Technical Support

• Provide technical compliance evaluation against customer specifications and tender requirements.
• Support product selection and sizing for automation solutions.
• Review customer inquiries, specifications, BOQs, and application requirements.
• Prepare technical comparisons against competitor offerings.
• Conduct product demonstrations and proof-of-concept presentations.
• Assist sales and channel partners in preparing technically compliant proposals.
• Support technical discussions with consultants, OEMs, system integrators, EPCs, and end users.

Training Technical Enablement

• Conduct regular product and application training programs for: Authorized Channel Partners System Integrators Sales Teams Application Engineers.
• Develop training materials, presentations, and application notes.
• Organize hands-on workshops and demonstration sessions.
• Drive technical competency enhancement programs across the region.
• Ensure channels remain updated on new product launches and feature enhancements.

Advanced Technical Support

• Escalation Management: Act as first-line technical support for complex application issues.
• Coordinate with service teams to resolve chronic and recurring field problems.
• Analyze root causes of technical issues and recommend corrective actions.
• Support troubleshooting of: VFD applications, Soft Starter applications, PLC/HMI systems, Industrial communication networks, SCADA systems.
• Interface with product management teams for unresolved cases.
• Maintain records of technical cases, solutions, and learnings.

Application Development Support

• Support channel partners and system integrators in application development.
• Assist in software configuration, commissioning logic, and application programming.
• Support proof-of-concept testing and validation.
• Share best practices and application know-how with customers and channels.

Key Deliverables (KPIs)

• Technical inquiry response time.
• Number of technical trainings conducted.
• Channel competency development index.
• Pre-sales support conversion rate.
• First-time resolution percentage.
• Reduction in recurring service escalations.
• Number of application support cases closed.
• Customer and channel satisfaction ratings.
• Technical support coverage across South Zone.

Required Qualifications

• Education: BE / B.Tech or Diploma in Electrical, Electronics, Instrumentation, Mechatronics, or Industrial Automation.
• Experience: Min 2 to 6 years of experience in Industrial Automation, Drives, Motion Control, PLC, or related fields. Experience supporting OEMs, System Integrators, EPCs, or Industrial End Users preferred.
• Technical Skills: VFDs and Soft Starters; PLC Programming; HMI/SCADA Systems; Industrial Ethernet; Fieldbus Communication; Motor Control Applications; Industrial Networks; Application Engineering; Electrical Drawings; Schematics; Automation System Troubleshooting.
• Preferred Knowledge: Water, Wastewater, HVAC, Material Handling, Process Industries, Food & Beverage, Metals, Mining, Cement, General Manufacturing.
• General Competencies: Strong analytical and problem-solving skills; Customer-oriented approach; Effective presentation and training skills; Good communication and interpersonal skills; Ability to work independently and manage multiple priorities; Technical documentation and report writing; Team collaboration and stakeholder management.

Additional Information

This role is based in Kolkata and reports to the Regional Sales Manager.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.