Job Title: Engineer / Senior Engineer – Customer Service
Experience: 3–5 Years
Department: Service / Warranty Claims / Troubleshooting
Reporting To: General Manager
Role Objective
Maximise product uptime and customer satisfaction by providing on-site technical support, troubleshooting, warranty claim management, and aftermarket service for industrial gearboxes and motors across India, while driving spare parts and replacement sales.
Key Responsibilities
- Respond to customer complaints, provide on-site troubleshooting, and ensure timely resolution.
- Diagnose gearbox and motor issues related to performance, temperature, noise, vibration, and failures.
- Conduct site inspections, validate warranty claims, perform root cause analysis, and implement corrective actions.
- Provide temporary solutions to restore operations until permanent repairs are completed.
- Coordinate with manufacturing, quality, and design teams to resolve recurring issues and prevent repeat failures.
- Prepare technical reports, failure analysis findings, and customer communications.
- Maintain service records, complaint logs, and performance metrics.
- Build customer relationships through regular follow-ups and feedback collection.
- Generate service revenue through genuine spare parts and replacement unit sales.
Key Competencies
- Gearbox & Motor Diagnostics
- Technical Service & Application Support
- Customer Complaint Resolution
- Root Cause & Failure Analysis
- Warranty Claims Management
- Spare Parts & Aftermarket Sales
- Cross-Functional Coordination
- Pan-India Service Support
