Vendas e Serviço de produto
Technical Solution Support Specialist
Job Title: Technical Solution Support Specialist
Req: R0094026
No. of Vacancies: 1 position
Experience: 3+ years
Location: Pune (Koregaon Park)
Full-time/Part-time: Full-time
Company Overview:
We’re on an exciting growth journey, building the new digital era of manufacturing. Our digital manufacturing solutions automate and connect the component manufacturing value chain – from design and planning to preparation, production and verification. Our objective is to make the shift towards efficient and sustainable manufacturing. As the market leader in CAM and metrology software with over 400,000 software licenses and global footprint, we have a unique foundation to build on. Please read more about us here.
Location: Pune, India
Position Overview:
The Technical Solution Support Specialist provides advanced 1st- and 2nd-level technical support for Tool Flow Solutions products across on-premise and SaaS environments. The role covers TDM, GlobalLine, ToolHive and CribWise, combining customer-facing technical support, hardware/software troubleshooting, installation and commissioning, QA validation, documentation, customer training and coordination with development teams.
This position is intended for a strong P2-level profile: technically hands-on, structured, customer-oriented and able to work independently in an international environment. The role is based in Pune, India, at the Sandvik Innovation Hub and supports customers and internal stakeholders across regions, with particular focus on APAC support coverage and global collaboration.
Key Responsibilities:
Customer Support and Troubleshooting
Provide high-quality 1st- and 2nd-level technical support for TFS hardware and software solutions.
Analyze, qualify and resolve customer incidents and service requests in a structured, traceable and customer-oriented manner.
Perform remote and on-site troubleshooting, service, consulting, maintenance and repair activities.
Escalate complex issues with clear technical analysis, reproducible facts and documented customer impact.
Installation, Commissioning and Service Delivery
Install, configure and commission TFS Cloud and on-premise solutions at customer sites.
Prepare hardware systems including Windows licenses, drivers, required software and customer-specific configuration settings.
Support customer order handling and coordinate order planning with relevant internal teams and suppliers.
Conduct customer training for TFS hardware and software, including practical guidance for daily operation and basic troubleshooting.
Quality Assurance, Validation and Development Support
Execute testing activities in QA environments and document results with clear evidence and reproducible steps.
Support bug fixing by validating corrections, retesting defects and providing technical feedback to development teams.
Assist development teams with the integration of new cabinet models, hardware variants and related software or driver components.
Contribute practical customer and support insights to improve product quality, serviceability and installation processes.
Documentation and Knowledge Management
Create, maintain and continuously update technical manuals, service instructions and internal knowledge articles.
Ensure documentation is accurate, complete, understandable and suitable for support, QA, development and customer-facing use where applicable.
Identify documentation gaps and propose improvements to reduce repeat questions, installation errors and avoidable escalations.
Requirements:
Proven 3+ years of experience in technical customer support , field service, troubleshooting or comparable customer-facing technical roles.
Hands-on experience with electronically controlled industrial storage systems, industrial hardware, automation-related equipment or comparable mechatronic / software-controlled environments.
Strong understanding of Windows-based systems, hardware environments, peripheral devices, drivers, network basics and software installation processes.
Ability to work across Support, Quality Assurance, Development, Sales / Customer Success, partners, hardware suppliers and international stakeholders.
Structured, analytical and solution-oriented working style with the ability to document findings clearly and follow issues through to resolution.
Willingness and ability to travel for customer installations, commissioning and service assignments.
Key Competencies
Strong understanding of global compliance and governance frameworks.
Ability to operate autonomously and exercise sound professional judgment.
Strong stakeholder‑management and communication skills.
High integrity, credibility, and business‑oriented mindset
This role will focus on integrating an acquired company (to be acquired) to Mastercam per Sandvik's and Mastercam's program and processes - from a compliance and financial controls perspective.
As the integration work will go down over time, the role is expected to take broader BA wide responsibilities e.g. under the common Sandvik compliance program (and also locally for the Hub and our other local business).
Attributes
Strong technical problem-solving skills and curiosity to understand root causes rather than only symptoms.
Customer-oriented mindset with the ability to communicate technical topics clearly and professionally.
Reliable, responsible and self-organized working style.
Team player with good communication skills and willingness to share knowledge proactively.
Hands-on mentality and practical approach, including readiness to work directly with hardware, software and customer environments.
Openness to learning new products, technologies and responsibilities across TDM, GlobalLine, ToolHive and CribWise.
Good English communication skills in an international environment; additional regional languages are beneficial.
Education
Preferred Certifications / Additional Knowledge
Bachelor's or master's degree: Science, Technology, Engineering, Mathematics, and/or equivalent experience in the field of technology
Windows administration, device driver handling, basic networking or endpoint troubleshooting knowledge.
ITIL Foundation or practical experience with structured incident, service request and escalation processes.
Experience with SaaS support models, cloud-based customer environments or remote support tooling is beneficial.
Basic SQL, scripting or log-file analysis skills.
Knowledge of industrial cabinet systems, tool management, manufacturing environments or CNC / machining-related customer contexts is a strong plus.
Knowledge of industrial cabinet systems, tool management, manufacturing environments or CNC / machining-related customer contexts is a strong plus.
Other Information
Close collaboration with international teams and stakeholders is expected.
The role requires flexibility to support both remote and on-site customer situations.
The position combines operational support delivery with continuous improvement of documentation, product quality feedback and support readiness.