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" Tech Support Engineer-L2, MI-SYSTECH"

Date: Sep 21, 2021

Location: Bengaluru, IN

Company: Dover Corporation

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV." Additional information is available at dovercorporation.com. 

Diagnose, isolate and/or resolve Level 2 technical software and hardware issues • Product support, software usage assistance & operational advice • Problem diagnosis, root cause analysis & corrective action • Escalation point for issues being escalated from Level 1 globally • Handle requests presented from any customer, partner, or site worldwide

Answer calls offered from an ACD routing system and respond to email requests received, in accordance with service level agreements, SOPs and performance metrics • Handle cases assigned over, due to differences in time zones & work balancing • Create and update case records, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled callbacks to customers, where necessary • Identify and escalate priority issues appropriately • Generate Out of Production notifications • Continuously transfer knowledge by reviewing escalated cases with Level 1 Enter all daily activities and time utilization into CRM • Assign product licenses • Process service generated RMAs • Obtain, review and approve Project “Hand-over” information required by CTS to support customers/partners, in accordance with SOPs • Perform all required tasks in a timely, professional manner and within service level objectives • Provide responsive and effective solutions • Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers Continuously strive to increase product and business knowledge • Participate in a department on-call rotation for 24x7x365 Enterprise support • Provide product training to Level 1 and act as a mentor to new CTS personnel • Travel for training purposes and to provide “on-site” support to global customers, as needed

Provide backup to Level 1 Support, as needed • Provide recommendations for process improvement • Provide ad hoc reports and perform other support & office duties, as assigned.

Diagnose, isolate and/or resolve Level 2 technical software and hardware issues • Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers.

Handle requests presented from any customer, partner or site worldwide Participate in a department on-call rotation for 24x7x365 Enterprise support.

Answer calls offered from an ACD routing system and responds to email requests received, in accordance with service level agreements, SOPs, and performance metrics.

Obtain, review and approve Project “Hand-over” information required by CTS to support customers/partners, in accordance with SOPs • Perform all required tasks in a timely, professional manner and within service level objectives • Provide responsive and effective solutions • Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers, Continuously strive to increase product and business knowledge.

 

 

 

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

 


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