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The APAC Hardware Support Lead will be responsible for the day to day running of the APAC Hardware Support Department, ensuring all SLAs are met and support tickets are kept under control and resolved as required. Someone who can work closely with our customers and be the friendly face of Ovarro to our customers. Training and support will be provided to help you with your knowledge of our products.
Job Responsibility
Supporting our customers across APAC and providing exceptional customer service across the Ovarro product suite – hardware, software, and firmware
Monitor and oversee the delivery of all APAC based SLAs
Project management
PLC/RTU programming
Monitor KBA creation
Client and internal training
Being the point of contact to assist both local & overseas distributors and integrator's
Assisting with onside technical solutions
Maintaining and contributing to the technical content of the Ovarro Helpdesk
Assisting, when necessary, in the testing of new products, hardware, software, and firmware
Attend monthly customer support meetings if/where required
Quarterly reviews of the APAC Support Engineers
Requirements
Excellent written and spoken English language skills
Experience in Telemetry/SCADA/PLC will be highly regarded
Experience in PLC programming
Experience in Project management an advantage
An engineering qualification or experience in a technical area
ideally with Industrial Automation, TCP-IP and Serial protocol experience
A product background will be highly regarded
Exceptional customer service
A background in a technical support role
An availability to travel to support our customers where needed
Nice to have
Experience in Telemetry/SCADA/PLC will be highly regarded