Job Description

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 Type: Full-time

Pay: ?15,000.00 - ?25,000.00 per month

Benefits:

Health insurance Leave encashment Life insurance Paid sick time Paid time off Provident Fund
Experience:

Service Engineer: 1 year (Required) Jira: 1 year (Required)
Work Location: In person