Technical Communicator

This position is responsible for technical communication with Head Office on product issues and resolution, DSN tickets, SIB, Service letters and product failure presentations.

Key Responsibilities

• Monitor Product Problems within the branch.
• Advise all technicians on issues and guide on further action.
• On top priority follow-up warranty machine failures & action accordingly.
• Checking DSN Reports Daily and understanding the problem occurred on the machine/gensets.
• If the resolution given by DSN is not correct then taking up the issue separately with the concerned product group.
• Wherever needed providing guidance in taking appropriate action and providing feedback to DSN.
• Understanding the major issues of Priority & Safety Service Letters with reference to population in the branch.
• For important failures, visit site and observe failure directly.
• Advising and guiding the team for proper reporting with full details and with photographs.
• Preparing Product Problem Presentation & review all problems & present to product group.
• Test Component follow up .
• Send-It-Back process execution.
• Updating technicians and customer ET and SIS tools.

Product brand image

• Promote and conduct business professionally in order to protect the integrity of brand and image.

Company policies & procedures

• Ensure all departmental activities are carried out in accordance with the relevant standing instructions and other company policies.

QHSE policy & procedures

• Promote safety awareness and ensure compliance to HSE policy to maintain a hazard and incident free environment.
• Promote awareness of the significant environmental aspects and related actual or potential environmental impacts associated with the work.

Educational Background

• Graduate/Diploma MS office .

Experience :

• Prior experience in similar tech support role is preferable
• Hands-on field experience on maintaining heavy equipment is needed.
• Good experience in Excel is needed
• Preparation of power point Presentation skills.

Skills, Knowledge & Ability

• Must know systems for product problem management.
• Must be able to analyze the product issues & suggest corrective actions.
• Similar previous experience is preferred.
• Good in power point preparation & excel
• Good analytical, interpersonal & communication skills
• Must be a team player