Customer Support Engineer – Bangalore, Hyderabad, Kochi

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