Job Description
Subject Matter Expert (SME) / Technical Support Engineer
Location-Hyderabad
Company- MNC Client of Adecco
The Subject Matter Expert (SME) / Technical Support Engineer is responsible for providing advanced technical expertise and support for products (UPS, STS, PDU, APF Etc) under DCS Power and critical customer applications. The role acts as the highest technical escalation level between the Service Support team, Project teams, Engineering, Quality and R&D.
The SME is responsible for resolving complex technical issues, leading Root Cause Analysis (RCA), defining Corrective and Preventive Actions (CAPA), developing technical standards and procedures, improving product reliability, and enhancing the technical capability of the service organization
Key Roles and Responsibilities
Advanced Technical Support & Escalation Management
- Provide Level 3 / Level 4 technical support for complex and unresolved technical issues.
- Review escalated cases after initial troubleshooting has been completed by the Service/Customer Support team.
Root Cause Analysis (RCA) & CAPA
- Lead RCA for critical, repeated, complex, or high-impact failures.
- Identify the actual technical root cause rather than only addressing symptoms.
- Define and track Corrective and Preventive Actions (CAPA).
Product Reliability & Continuous Improvement
- Analyse recurring field failures and identify failure trends.
- Work with R&D, Quality, Manufacturing, and OEM/suppliers to improve product reliability.