Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office, Will work with hazardous/toxic materials

Job Description

Key Responsibilities:

• Lead the Technical Support function/team for CAD (PPA & FSI) Services customers in India & South Asia.
• Oversee tech support services, including training, service contracts, and critical breakdown support, ensuring flawless execution within timelines and budgets.
• Develop and validate an exceptional tech support function.
• Provide remote support for customers and internal Field Service Engineers (FSEs).
• Enhance the training and skill matrix of all FSEs.
• Develop Technical SOPs , PM Checklists & contract performance improvement programs to enhance fixing abilities.
• Resolve critical breakdowns and improve First-Time Fix (FTF) percentages.
• Maintain & serve customer service contracts and perform PM visits as primary FSE.
• Improve Overall Customer Acceptance (OCA) percentages across PPA product lines and generate new business with measurable results.
• Build PPI projects to enhance customer service exeprince & Corrective Measures (RCCMs) for complex issues.
• Collaborate with global tech support teams for user documentation, write-ups, and training.
• Log recurring issues and involve the Product Management Team.
• Establish and maintain logbooks for equipment under contract.
• Handle radioactive and X-ray sources, ensuring compliance with safety laws.
• Lead and develop training programs, including cross-training team members across functions.
• Exhibit excellent interpersonal skills, handle critical customer issues effectively.
• Apply logical, analytical, and technical diagnostic skills to swiftly resolve problems and perform root cause analysis.
• Demonstrate strong control and process application knowledge, particularly in metal processing, web printing, plastic, float glass, and rubber industries.
• Coordinate and communicate all relevant activities to ensure process effectiveness and service quality.
• Exhibit proven leadership and people management skills to build a team ready for new challenges and business growth.
• Ensure compliance with safety laws while servicing Nucleonic Gauges.

• Seeking candidates with a degree in Instrumentation/Electronics or equivalent, AERB certification in "Radiation Safety Aspects of Nucleonic Gauges," and 5-10 years of experience in fixing, maintaining, servicing, and solving issues with NG.
• Experience handling isotopes, lasers, neutron generators, and X-ray sources.
• Proficiency in Windows Operating System and communication protocols (Serial RS232/485/422, TCP/IP, PROFIBUS, Profinet, OPC, Modbus).
• Strong written and oral communication skills in Hindi and English.
• Process knowledge in cold, hot, plate rolling mills, galvanizing, galvalume, galvaneal coating, paint coating, cement, coal, and minerals plants.
• Familiarity with measurement principles such as transmission, backscatter, and fluorescence.
• Customer-centric approach and willingness to travel.
• Hands-on experience with mechanical adjustments and alignment of the Thermo Fisher frame.