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In this conversation, we’re getting an inside look at Danfoss tech support with Product Support Specialist, Premnath Kangatharan. Premnath takes us through how they assist and train customers and internal teams, and has some great tips for how to improve support processes and adapt to new equipment innovations. It’s about balancing the critical need for gathering detailed facts, with knowing how to communicate with different types of customers. He also takes us behind-the-scenes on how they create their vast index of training videos (link below). 

In this conversation, we discuss:

-How tech support approaches a customer call

-Diagnosing issues remotely

-Internal vs external technical support

-Technical support challenges 

-Adapting to new technologies

-Creating and utilizing training videos

-Supporting internal teams and customers

-Understanding the mindset of technicians

-Adapting to regional needs and customer interfaces

-Finding opportunities to get hands-on experience

Helpful Links & Resources:

Danfoss Learning 

Danfoss training videos on YouTube

Follow Premnath on LinkedIn

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