Customer Relation Engineer Maintenance - Navi Mumbai

Escon Elevators; Navi Mumbai, Pune District, Mumbai; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Escon Elevators in Navi Mumbai seeks a Customer Relation Engineer (Maintenance) to manage maintenance-related customer relationships, ensure service quality, and coordinate between customers, branches, and internal teams.

The role focuses on customer satisfaction, escalation management, and service experience improvements across all branches.

Qualifications

• Diploma or BE in Mechanical / Electrical / Electronics or related field.
• 5–8 years of elevator maintenance / service / CRM experience.
• Experience in HO coordination or customer escalation handling preferred.
• Strong communication and escalation management skills.

Responsibilities

• Act as the primary HO point of contact for maintenance-related customer escalations.
• Maintain relationships with AMC and high-value customers.
• Coordinate with branches for timely resolution of customer issues.
• Track customer feedback and service issues to improve overall service experience.
• Prepare and share customer service MIS with management.
• Ensure adherence to service standards, SOPs and safety norms.

Skills

Customer handling

Communication skills

Escalation management

Elevator maintenance

MIS analysis

Coordination & follow-up

Education

Diploma / BE in Mechanical / Electrical / Electronics

Job description

Customer Relation Engineer Maintenance - Navi Mumbai

Department: Maintenance / Customer Relation Management

Location: Brancch

Reporting To: Head Maintenance Operations / CRM

Role Purpose

The Customer Relation Engineer is responsible for managing customer relationships related to maintenance services, ensuring service quality, timely resolution of complaints, and effective coordination between customers, branches, and internal teams. The role focuses on customer satisfaction, escalation management, and service experience improvement across all branches.

Key Responsibilities

Customer Relationship Management

• Act as the primary HO point of contact for maintenance-related customer escalations.
• Maintain strong relationships with key AMC and high-value customers.
• Ensure customer concerns are addressed promptly and professionally.
• Track customer feedback and service issues to improve overall service experience.

Complaint & Escalation Handling

• Monitor escalated maintenance complaints received at HO.
• Coordinate with branches to ensure timely resolution of customer issues.
• Follow up on chronic, repeat, or high-risk complaints until closure.
• Keep customers informed about resolution status and timelines.

Branch & Internal Coordination

• Coordinate with Branch Managers, Service Heads, and Maintenance Teams for:
  • Breakdown resolution
  • Preventive maintenance compliance
  • Service quality issues
• Work closely with internal teams (Technical, Quality, Spares, Accounts) for smooth resolution of customer matters.

Service Monitoring & MIS

• Track service-related data such as:
  • Pending and repeat complaints
  • AMC compliance
  • Response and resolution timelines
• Prepare and share customer service MIS with management.
• Highlight trends, risks, and improvement areas based on customer data.

Process & Quality Improvement

• Ensure adherence to service standards, SOPs, and safety norms.
• Support implementation of customer service processes and systems.
• Suggest improvements based on customer feedback and complaint analysis.

Customer Retention Support

• Support branches in maintaining strong AMC relationships.
• Assist in resolving service issues that may impact renewals.
• Participate in customer review meetings as required.

Key Skills & Competencies

• Strong customer handling and communication skills
• Good understanding of elevator maintenance & service operations
• Escalation and conflict management
• Analytical skills for service data and MIS
• Coordination and follow-up orientation

Qualifications & Experience

• Diploma / BE in Mechanical / Electrical / Electronics or related field
• 5–8 years experience in elevator maintenance / service / CRM
• Experience in HO coordination or customer escalation handling preferred