Product Support Expert Job in Pune at Sidel

Sidel is hiring for the role of Product Support Expert!

Responsibilities of the Candidates:

• Participate in the Contact Center Ticketing System and provide solution and automation support to our external customers as well as to our Field Service Engineer on Aseptic filler equipment.
• Participate in the On Duty activities to support over zones/regions during the week and the weekend as required by the business
• Provide daily telephone & email support for automation issues to internal (FSE, PM, CCM, SAM) and external customers on filler Aseptic equipment.
• Secure and manage Non-Conformity and warranty costs on the SWAP tool.
• Support FSE during new project installation and service site execution on filler Aseptic automation issues.
• Apply Root Cause Analysis methodology on automation issues, driving data collection and preventive/corrective action.
• Report in a concise manner the issues seen on the field and requests for engineering modification to the Product Group.
• Provide any preliminary solution to internal and external customers
• Secure retrofit application on the equipment installed base concerning automation solution.
• Contribute to support service activities on spare parts, training, maintenance opportunities, and Line Improvement.
• Visit periodically strategic deals & customers to collect customer feedback on performances or eventual technical issues.
• Travel onsite or coordinate intervention on site of experts in case of technical issues that require a specific RCA, troubleshooting for filler Aseptic equipment.

Requirements:

• 3 years at least of technical assistance and/or field experience
• Knowledge of SIDEL filler Aseptic (Combi / Standalone)
• A fluent level of English is a must
• Knowledge of the PLC platform (Siemens S7, B&R)
• Knowledge of HMI (Zenon) and Motion platforms (Danfoss, ELAU, B&R)
• Ability to manage and satisfy customer requests
• Problem Solving attitude
• Leadership during internal and external meetings (regions, customers)
• Strong organizational and analytical skills