Customer Support Service Engineer

1 week ago

Shindewadi Pune Maharashtra, India Rapid Job Sountions Full time ₹ 18,000 - ₹ 2,20,000 per year

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, ₹22,000.00 per month

Benefits:

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

Work Location: In person

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