Job Description – Senior Engineer – Service Support

Position Details

• Designation: Senior Engineer – Service Support
  
• Department: Service Support
  
• Location: Ahmedabad / Bangalore / Mumbai/ Jaipur / Hyderabad
  
• Experience: 3–4 Years
  
• CTC: Up to ₹4.8 LPA
  
• Employment Type: Full-Time
  
• Industry: After Sales Service / Service Engineering
  

Job Summary

We are looking for an experienced Senior Engineer – Service Support to handle after-sales service activities, customer complaints, service calls, AMC/spares support, troubleshooting, and coordination with service partners. The ideal candidate should have strong technical knowledge, customer-handling skills, and experience in service support operations.

Key Responsibilities

• Handle and ensure timely closure of service, warranty, and non-warranty calls.
  
• Attend to customer complaints and ensure effective resolution with proper Root Cause Analysis (RCA).
  
• Provide technical support for installation, commissioning, troubleshooting, and maintenance.
  
• Coordinate with Service Partners and Authorized Installation Contractors for service activities.
  
• Support AMC and spares business, including spares identification, selection, quotations, and order follow-up.
  
• Monitor service/project status and provide timely updates to customers and the Head Office.
  
• Conduct product demonstrations, technical training, and product awareness sessions when required.
  
• Support performance audits, service quality initiatives, and process improvement activities.
  
• Help minimize Quality Assurance Risks (QAR) and Cost of Poor Quality (COPQ).
  
• Coordinate with internal teams for timely resolution of technical and customer-related issues.
  
• Maintain proper service records, reports, and customer information in CRM/SAP.
  
• Support techno-commercial discussions with customers and service partners.
  
• Travel to customer/project sites as required.
  

Requirements

• Diploma / B.E. / B.Tech in Mechanical / Electrical Engineering or a relevant technical discipline.
  
• 3–4 years of experience in After Sales Service, Service Engineering, Technical Support, or Customer Service.
  
• Strong exposure to service support, troubleshooting, AMC, and spares management.
  
• Good knowledge of RCA, FMEA, site handling, and maintenance activities.
  
• Excellent customer handling and communication skills.
  
• Good techno-commercial and negotiation abilities.
  
• Proficiency in CRM, SAP, and MS Office.
  
• Strong analytical and problem-solving skills.
  
• Result-oriented approach with good coordination abilities.
  
• Willingness to travel extensively to customer and project sites.