Customer Support Engineer – Bangalore, Hyderabad

Experience: Min 1-3 YEARS

Qualification: BE/Diploma in electronics & communication or Biomedical engineering

Job responsibilities:

• Service Operations Management
• Ensure timely installation, preventive maintenance, and breakdown support
• Monitor and achieve service call closure within defined TAT
• Handle customer escalations and critical service issues
• Reduction in pending calls backlog
• Provide feedback to technical teams for product/service improvement
• Installation & Commissioning
• Coordinate installations and ensure site readiness
• Ensure proper documentation and customer sign-off post installation
• AMC / CMC Management
• Track and manage all AMC/CMC contracts
• Ensure timely completion of preventive maintenance
• Drive contract renewals and service revenue generation
• Follow up on service-related payments (AMC, spares, etc.)
• Ensure accurate documentation for billing and compliance
• Spare Parts & Inventory Management
• Ensure availability of critical spare parts
• Coordinate with logistics for urgent requirements
• Customer Relationship Management
• Act as the primary contact for service-related concerns
• Maintain strong relationships and ensure high levels of customer satisfaction
• Team Management
• Supervise and guide service engineers in the territory
• Assign tasks, monitor performance, and ensure discipline
• Provide technical and operational support
• Reporting & CRM Management
• Maintain accurate updates in CRM
• Submit periodic service performance reports
• Track pending calls and identify recurring issues
• Maintain audit-ready service documentation

Required Skills

• Strong technical knowledge of medical equipment
• Good communication and customer handling skills
• Team management and coordination ability
• Proficiency in CRM tools and MS Excel
• Problem-solving and analytical skills