Service Engineer – After Sales

2 days ago

Ahmedabad, Gujarat, India Wogom Full time

Job Title: Service Engineer – After Sales & Support

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About WOGOM

WOGOM (World Goods Marketplace) is a B2B e-commerce platform enabling general trade retailers to buy multibrand and multicategory products with structured credit, technology-led operations, and an end-to-end go-to-market ecosystem. We serve retailers across consumer electronics, IT products, mobiles, and accessories.

Role Overview

The Service Engineer will be responsible for installation, diagnosis, repair, and after-sales support of electronics and IT products sold through the WOGOM platform. This role is critical in ensuring high service quality, faster issue resolution, and strong retailer satisfaction, directly impacting retention and trust.

Key Responsibilities

Technical & Service Delivery

  • Diagnose, troubleshoot, repair, and service consumer electronics, IT hardware, mobiles, and accessories.
  • Identify, evaluate, and onboard contractual service partners at a pin code level to ensure wide service coverage, faster turnaround time (TAT), and cost-efficient after-sales support across assigned territories.
  • Perform on-site and off-site service visits for WOGOM-registered retailers.
  • Handle DOA (Dead on Arrival) cases, warranty repairs, and replacements as per brand SOPs.
  • Install, configure, and test devices where required.

Retailer Support

  • Act as the primary technical point of contact for assigned retailers.
  • Educate retailers on basic product usage, care, and troubleshooting.
  • Ensure timely closure of service tickets and follow-ups.

Process & Documentation

  • Update service tickets, job cards, and resolution notes on WOGOM CRM/app.
  • Maintain accurate records of spare parts usage, repairs, and turnaround time (TAT).
  • Follow defined SLAs and escalation protocols.

Coordination & Compliance

  • Coordinate with brands/OEM service teams for escalations and approvals.
  • Work closely with logistics, warehouse, and operations teams for product movement.
  • Adhere to company policies, safety standards, and service guidelines.

Quality & Feedback

  • Collect retailer feedback post-service and report recurring issues.
  • Identify product quality or batch-related issues and share insights with operations/category teams.
  • Support continuous improvement in service processes.

Key Performance Indicators (KPIs)

  • Service TAT & SLA adherence
  • First-time resolution rate
  • Retailer satisfaction score (CSAT)
  • Number of repeat service issues
  • Warranty & DOA closure accuracy

Required Skills & Qualifications

  • Diploma / ITI / Bachelor's in Electronics, Electrical, or related field.
  • 1–5 years of experience in service/repair of electronics or IT hardware.
  • Strong troubleshooting and problem-solving skills.
  • Working knowledge of mobiles, consumer electronics, and IT products.
  • Basic proficiency in mobile apps / CRM systems.
  • Willingness to travel extensively within assigned territory.

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