Technical Customer Service Executive

1 day ago

Nagpur, Maharashtra, India Celectric Mobility Private Limited Full time

Job Title: Technical Customer Service Executive

Company: Celectric Mobility Pvt. Ltd.

Department: Customer Support / After-Sales / Technical Support 24/7

Location: [ HO / Service Support Center]

Employment Type: Full-Time

Job Purpose

The Technical Customer Service Executive will act as a key link between customers, service partners, and internal technical teams. The role is responsible for providing technical assistance related to electric station, components, batteries, chargers, and manufacturing-related issues, while ensuring high customer satisfaction and compliance with company quality standards.

Key ResponsibilitiesCustomer & Technical Support

  • Handle customer queries related to electric stations, batteries, charging systems, controllers, and other EV components
  • Provide first-level technical troubleshooting via phone, email, or service tickets
  • Assist customers and dealers with installation, usage, safety, and maintenance guidelines
  • Explain technical concepts in a simple and customer-friendly manner

After-Sales & Service Coordination

  • Coordinate with service engineers, dealers, and manufacturing teams to resolve issues
  • Log, track, and follow up on complaints using CRM / service management systems
  • Ensure timely closure of service requests and escalation of critical technical issues
  • Support warranty claims, service reports, and replacement processes

Documentation & Quality

  • Maintain accurate records of customer interactions, technical issues, and resolutions
  • Prepare basic technical reports, FAQs, and troubleshooting notes
  • Follow company SOPs, safety standards, and quality guidelines
  • Identify recurring issues and share feedback with the R&D / Production / Quality teams

Customer Experience

  • Ensure a high level of customer satisfaction and professionalism
  • Handle customer concerns calmly and empathetically
  • Educate customers on best practices to improve product life and performance

Required Skills & Competencies

  • Strong technical aptitude (EV systems, electronics, electrical basics preferred)
  • Excellent verbal and written communication skills
  • Problem-solving and analytical ability
  • Customer-focused attitude with patience and empathy
  • Ability to work with cross-functional teams
  • Attention to detail and documentation accuracy

Educational Qualification

  • Diploma / Bachelor's degree in:
  • Electrical Engineering
  • Electronics Engineering
  • Mechanical Engineering
  • Automobile / EV Technology
  • Relevant technical certification is an added advantage

Experience

  • 3–5 years experience in:
  • Technical customer support
  • After-sales service
  • Manufacturing or EV / automobile industry preferred

Tools & Systems

  • CRM / Ticketing systems
  • MS Office / Google Workspace
  • Basic understanding of diagnostic tools and service documentation
  • ERP or manufacturing systems (preferred)

Key Performance Indicators (KPIs)

  • Customer Satisfaction (CSAT)
  • Complaint Resolution Time
  • First Contact Resolution
  • Quality & Documentation Accuracy
  • Adherence to SOPs and safety standards

Desired Attributes

  • Interest in electric mobility and sustainable technology
  • Willingness to learn new products and technologies
  • Adaptable to fast-growing manufacturing environments
  • Ethical, reliable, and quality-focused

Apply :

Job Types: Full-time, Permanent

Pay: ₹18, ₹25,000.00 per month

Work Location: In person

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