Technical Product Support Specialist

About job

Brief Description SME will be responsible to ensure that all marine & technical aspects of the application are kept up to date & ensure that clients receive a proper response to queries raised on such aspects of product. The aim would be to ensure that through daily interactions, the SME is able to proactively look for gaps, carry our research & proactively discuss with HOD to find solutions. SME will report to the Head of Operations, DL & in his absence liaise with the MD.

Job Overview, Roles & Key Responsibilities

• Assisting the Product as a Subject matter expert. Understand the scope and application of the product, including applicable regulatory compliances such as

 MARPOL; SOLAS ; INTERTANKO ; EUMRV  Other relevant applicable conventions, Industry guidelines & recommendations  Practical application of regulations within the product

• You would be an integral part of the product support team and will supervise/guide the agents or take upon yourself in responding to client emails with technical queries

• Collaborate with the testing and development teams to ensure that new features and updates are thoroughly tested and meet quality standards & User guides updated at regular intervals

• Act as a Client/Company interface for critical queries, important communication and will engage with the client to ensure agreed milestones and targets are completed.

• Responsible for creation of company specific Log modules, reports and testing of the same. You will also be required to assist the product test team for keeping the model vessel updated with correct syntaxes, maintain indexes of logs.

• Carry our audits to ensure that Change form requests & management of checklists is being accurately completed & challenges being promptly brought to the attention of HOD.

• Participating in Client meetings, demos and developing Marketing and Training material

• Contributing to the Analytics team towards building dashboards & other performance matrix.

• Contribute to company knowledge database and case studies, by sharing experiences and provide suggestions to HOD for improving customer service and internal processes.

• Achieve agreed KPI’s & any Ad-hoc tasks assigned by the HOD/MD.

Required Qualification

• For Ex-Marine Engineer – BE (Marine Engineering), holding Class IV M.E.O License. Sailed as a 3rd or 4th Engineer for at least 24 months. (Ex-tanker experience shall be preferred).
• If sailing experience is less than 24 months, then should have relatable shore experience.

Required Skills/Behaviours to be successful in this role

• Ability to think ahead, navigate ambiguity, determine priorities & proactively engage based on business priorities. • Skill - Well conversant with Microsoft Office package & tech savvy to pick up technical details and make efficient use of various software’s & dashboards once training is imparted. • Excellent communication skills, verbal, and written ability to thrive in a deadline-driven, team environment, while also delivering independent results. • Driven, enthusiastic, and highly motivated high attention to detail • Willingness to respond to out of hours calls/emails relating to urgent queries is a requirement for this role.