Job Description

Location:

Pune

Profile:

Customer Support Engineer is responsible for resolving customer issues/questions and provides support to customers/ Engineers. Work in a team, mentor others and be responsible for achieving defined goals. Requires the ability to communicate effectively with customers and coworkers regarding Requirements.


Responsibilities:


Open and maintain customer accounts by recording our engineers service visit details Respond to customer requests via phone and email Resolve product or service problems by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem after discussing with project managers To prepare Invoices for the service/AMC visits done To prepare commercial quotations for Engineering Services and Site Supports To prepare Proforma Invoices and discuss the same with customers to get purchase order matching with the exact value of proforma invoice Manage large amounts of incoming calls Identify and assess customers needs to achieve satisfaction Arranging travel routes and tickets for service engineers with the help of HR Provide accurate, valid and complete information to the management by using the right methods/tools Following up with customers for outstanding payments of service visits Following up with customers for Purchase Orders of successfully completed service visits Go the extra mile to engage customers Resolve customer complaints via phone, email, mail or social media Maintaining PSR for faulty material repair/replacement by continuous followup with the vendor Maintaining ISO documents for CS Dept To keep a track of Travel expense statements of every site visit done by engineers whether it is chargeable/ nonchargeable To Maintaining DSRs, MOM & Expense bills submitted by engineers for invoicing purpose

Qualifications:


BE/ ME - Electrical/Electronics Engineering, Electronics and Tele-Communication Engineering, Instrumentation Engineering, and MBA Preferred Effective communication skills and a positive attitude when dealing with customers and co-workers * 2-4 years of experience