The Field Support Specialist is responsible for delivering exceptional technical support and customer service, while ensuring efficient operations through leadership, problem-solving, and technical expertise. This role requires a balance of hands-on technical skills, strong communication, and the ability to lead and develop a team to achieve operational excellence.
Key Responsibilities
Team Leadership & Performance
Supervise, guide, and motivate the support team to achieve service objectives and maintain a productive, collaborative work environment.
Conduct new employee onboarding, training programs, and ensure continuous learning and development opportunities.
Monitor and evaluate employee performance, providing constructive feedback and implementing corrective measures when necessary.
Lead junior staff members, offering mentorship and coaching to enhance technical and service capabilities.
Customer Support & Complaint Management
Serve as the primary point of contact for customer issues via phone, email, and site visits.
Address and resolve customer complaints promptly, ensuring high levels of satisfaction.
Coordinate with vendors, maintenance partners, and internal teams for effective resolution of escalated issues.
Track and manage Annual Maintenance Contract (AMC) renewals, warranty claims, and ensure compliance with service agreements.
Technical Support & Troubleshooting
Provide on-site and remote technical assistance for equipment, hardware, and software-related issues.
Diagnose, troubleshoot, and resolve system problems in real time or escalate to higher-level support when required.
Perform system upgrades, recalibrations, and repairs to maintain optimal equipment functionality.
Oversee installation, commissioning, and servicing of instruments and systems.
Maintenance & Repair
Conduct routine and preventive maintenance checks to minimize downtime and ensure equipment longevity.
Repair or replace faulty parts and execute corrective actions to restore equipment performance.
Maintain an inventory of spare parts and oversee procurement processes for timely availability.
Customer Interaction & Training
Engage directly with clients to understand needs, provide technical guidance, and build long-term relationships.
Deliver product demonstrations, training sessions, and user guidance to maximize customer competence and satisfaction.
Act as a trusted advisor between customers and the company, ensuring clear communication and issue resolution.
Documentation & Reporting
Maintain accurate records of service activities including installations, repairs, upgrades, calibrations, and maintenance.
Prepare and submit service reports, performance summaries, and improvement recommendations to management.
Analyze recurring issues and propose long-term technical and operational solutions.
Travel & Field Operations
Travel to customer sites or multiple service regions to provide timely and effective field support.
Ensure high standards of professionalism and customer satisfaction during all field visits.
Performance Achievements
Consistently met and exceeded daily, weekly, and monthly service/repair targets, improving customer satisfaction and operational efficiency.
Assessed and processed warranty claims with fairness and accuracy, safeguarding company reputation.
Successfully led a team of junior technicians, improving workshop productivity and skill levels through structured training and guidance.
Job Type: Full-time
Pay: ₹400,000.00 - ₹500,000.00 per year
Benefits:
Cell phone reimbursement
Paid sick time
Provident Fund
Work Location: In person
Application Deadline: 18/07/2025
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