Job Description

1. Service Request & Ticket Management

Receive service requests via phone, email, ticketing tools, or CRM. Log and assign tickets to the appropriate engineers based on skill, location, and SLA priority. Monitor ticket progress and ensure closure within defined SLAs. Escalate unresolved issues to Service Head / Project Head.

2. Engineer Coordination & Field Support

Allocate tasks to field engineers, remote support engineers, and L1/L2 teams. Track engineer movement, site visits, and service schedules. Ensure engineers follow proper checklists, SOPs, and service protocols. Collect service reports, installation reports, and closure notes.

3. Customer Communication & Updates

Provide timely updates to customers on ticket status, engineer visit, and issue resolution. Maintain professional communication and ensure customer satisfaction. Handle customer escalations and coordinate with senior technical teams for resolution.

4. Inventory & Material Coordination

Coordinate with stores/logistics team for hardware/part replacements. Track RMA items, warranty claims, and DOA replacements. Maintain stock availability for service-related items.

5. Preventive Maintenance (PM) Management

Prepare and maintain PM schedules for AMC/managed service customers. Remind engineers and customers about scheduled PM visits. Collect PM reports and update records.

6. Documentation & Reporting

Maintain service-related documents: AMC lists, asset lists, warranties, and installation history. Prepare daily/weekly/monthly service reports for management. Maintain customer database, service history, and SLA compliance reports.

7. Coordination with HR for Engineer Compliance

(Since your company uses HR integration)

Ensure updated engineer lists for ESI, Insurance, Accident Cover. Monitor leave, availability, and shift allocations for engineers. Inform HR in case of frequent absence or disciplinary issues.

8. Quote & Invoice Support (If required)

Coordinate with Sales/Accounts for service quotations (AMC, spares, visit charges). Support in raising invoices for completed service calls or contracts. Follow up with clients for service-related commercial approvals.

9. Process Compliance & Service Quality

Ensure engineers follow company standards for installation & troubleshooting. Track SLA performance and highlight delays or bottlenecks. Support implementation of ISO/ITIL processes if applicable.

10. Coordination with OEMs / Vendors

Raise support tickets with OEM partners (Cisco, HP, Dell, Fortinet, etc.). Follow up for replacement parts, RMAs, warranty calls. Maintain vendor escalation contacts and logs.
Job Types: Full-time, Permanent, Fresher

Pay: From ?15,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person