Customer Support Service Engineer

Job Title: Customer Service Support Executive

Location: Sasewadi, Pune

Experience: 1-3 Years

Role Summary:

The Service Support Engineer (Hotline) will be responsible for handling material movement (inward & outward), validating complaints, providing remote technical guidance, coordinating with engineers/dealers, and ensuring timely resolution of customer issues. This role requires strong technical troubleshooting ability, effective communication, and documentation skills to reduce downtime and improve first-time resolution rate (FTR).

Key Responsibilities

1. Material Inward & Outward Management:

• Record faulty material received from sites with complete details (site, dealer, product issue).
• Handover faulty material to QA Department for inspection and analysis.
• Maintain an Excel tracker for material sent to engineers/sites with details of site, description, quantity, dispatch date, invoice, and receiving engineer.
• Ensure proper packing and dispatch of material to avoid damage.

2. Complaint Validation & Resolution:

• Validate complaints on call with dealers before sending engineers.
• Ensure dealers arrange ladder, manpower, and site access to avoid wasted visits.
• Provide on-call technical guidance for minor issues (e.g., wiring polarity, fuse replacement, driver reset).
• Guide dealers for signage display issues (brightness, rate display, error resets).

3. Coordination & Customer Support:

• Coordinate with local electricians when company engineers are unavailable.
• Standardize and negotiate electrician charges within approved cost limits.
• Follow up with dealers to confirm closure of complaints after site work.
• Escalate unresolved or critical issues to the relevant department.

4. Documentation & Reporting:

• Maintain systematic records of material inward/outward, complaint validation, and

resolution status.

• Prepare daily/weekly MIS reports for management review.
• Track first-time resolution (FTR) and identify areas of improvement.

5. Coordination with Internal Department:

• Coordination with Design, Quality & Production Department for sample submission and complaint resolution.

6. Site Visit:

• On site visit to for site rectification to near by area in case required.

Required Skills & Competencies

• Technical Knowledge: Basic understanding of electrical/electronic systems, signage displays, and QA processes.
• Software Proficiency: MS Excel & Jira entry for tracking and complaints.
• Communication Skills: Strong verbal and written communication to guide dealers and engineers effectively.
• Problem-Solving: Ability to troubleshoot technical issues remotely and minimize site visits.
• Coordination & Negotiation: Skill in liaising with dealers, engineers, and local electricians cost-effectively.
• Customer Service Orientation: Proactive in ensuring quick resolution and minimal downtime.
• Behavioral Skills: Attention to detail, accountability, teamwork, and ability to handle multiple complaints under pressure.

Educational Qualification & Experience

• Diploma/Degree in Electrical, Electronics, or related field.
• 1–3 years of experience in customer support, service coordination, or hotline technical support (preferred in manufacturing, signage, or electrical equipment industry).

Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹22,000.00 per month

Benefits:

• Health insurance
• Leave encashment
• Life insurance
• Paid sick time
• Paid time off
• Provident Fund

Experience:

• Customer service & Support Engineer: 1 year (Required)

Work Location: In person