customer service & spare parts assistant

J P Extrusiontech Ltd; Ankleshwar; On-site; INR 250,000 - 350,000; Full time

Job summary

JP Extrusiontech Ltd. is seeking a proactive Service Engineer to provide on-site technical support during installation, ensure customer readiness, and plan manpower for smooth deployment.

You will communicate courteously by phone, email or video, troubleshoot mechanical and electrical issues, lead a team of service engineers, review daily activity reports, and maintain comprehensive records of all customer interactions and spare parts deliveries.

Qualifications

• 1-3 years of experience in customer handling.
• Excellent communication skills for effective complaint handling and query resolution.
• Ability to work under pressure, prioritizing tasks efficiently during peak periods.

Responsibilities

• Provide technical assistance to customers after machine installation.
• Ensure site readiness and plan for deployment.
• Courtious communication and resolve technical issues via phone, email or video.
• Maintain records of discussions with customers.
• Coordinate spare parts procurement and delivery with production and stores.
• Keep updated on company products and changes.
• Lead service engineers and train them for courteous customer interaction.
• Deploy engineers on-site and review daily activity reports.
• Review service reports and resolve customer complaints.
• Prepare monthly reports on customer complaints and resolutions.
• Handle quotations, delivery and payments for spare parts and service visits.

Skills

Customer handling

Communication skills

Team leadership

Planning

Technical assistance

Job description

Roles and Responsibilities :

• Providing technical assistance to the customer once the machine is dispatched for installation


• Ensuring the customer site is ready and all installation pre-requisites are met, and planning accordingly for deputing the necessary manpower/engineer for installation


• Courteous communication with the customer via telephone, email or video call and assisting with any technical, mechanical or electrical problems arising in the machine


• Maintaining the appropriate records of discussion and correspondence with the customers


• Arranging procurement and timely delivery of spare parts by close coordination with the production team and store management


• Know thoroughly about the company products and keeping up to date about any changes or updates


• Leading the team of service engineers and providing them appropriate instructions and training for courteous dealing with the customers


• Deputing service engineer at the customers location and analysing his daily activity field reports and guide him accordingly


• Analysing and reviewing service engineers reports made during the customer visit and discuss problems, solutions to close the customer complaint


• Managing and reviewing monthly reports of customers complaints and the deployed solutions along with service reports with the higher management


• Managing monthly reports of spare parts procured, supplied to the customers, including payment and delivery


• Managing quotation, delivery and payments of the spare parts and the service visit charges from the customer

Job Requirements :

• 1-3 years of experience in on customer handling.


• Excellent communication skills for effective complaint handling and query resolution.


• Ability to work well under pressure, prioritizing tasks efficiently during peak periods.