Customer Support Engineer

HORIBA India; Chennai District; On-site; INR 550,000 - 900,000; Full time

Job summary

HORIBA India is seeking a dynamic Customer Support Engineer to manage field installations, preventive maintenance, and on-site technical support across Tamil Nadu and Kerala. You will be the primary technical contact for customers, ensuring high instrument uptime and exceptional service.

The role involves scheduling maintenance, installing and commissioning advanced analytical instruments, diagnosing hardware/software issues, and driving service revenue through parts and contracts.

Qualifications

• Bachelor's degree in Engineering (B.E./B.Tech) is required.
• 1–5 years hands-on experience in analytical instrument service.
• Experience with analytical and spectroscopy products preferred.
• Willingness to learn new hardware technologies and proprietary software.
• CRM experience with Salesforce is a plus.

Responsibilities

• Install, calibrate, and maintain analytical instruments at customer sites.
• Provide on-site technical support and diagnose hardware/software issues.
• Manage service contracts, quotes, and PO-related activities as needed.
• Maintain accurate service reports and field data in Salesforce.

Skills

B.E./B.Tech in Engineering

Analytical instrument service

Salesforce CRM

Customer communication

Travel readiness

Education

Bachelor's degree in Engineering

Tools

Salesforce

Job description

We are seeking a dynamic and tech-savvy Customer Support Engineer to manage field installations, preventive maintenance, and technical support. You will serve as the primary technical point of contact for customer in Tamil Nadu and Kerala, ensuring high instrument uptime and exceptional customer delight.

Key Responsibilities

Technical Support & Maintenance

• Execute timely scheduling and execution of routine preventive maintenance contracts.
• Manage end-to-end installation and commissioning of advanced analytical instruments.
• Diagnose, troubleshoot, and repair hardware and software issues on-site.

Commercial & Territory Management

• Drive service revenue generation within the assigned territory through spare parts and service contracts.
• Provide prompt follow-ups on service quotation submissions and purchase order (PO) collections.
• Maintain rigorous documentation by filing accurate service visit reports in Salesforce daily.

Customer Experience

• Cultivate customer delight through professional communication and swift resolution of technical issues.
• Train end-users on standard operating procedures and basic instrument handling.

Job Requirements

Education & Experience

• Degree: Bachelor's degree (B.E. / B.Tech) in Engineering.
• Experience: 1 to 5 years of hands-on experience in analytical instrument service.
• Advantage: Prior experience handling analytical and spectroscopy products is highly preferred.
• Software: Continuous willingness to learn new hardware technologies and proprietary software.
• CRM: Experience with Salesforce or a similar field service CRM tool is a plus.
• Communication: Clear verbal and written communication skills to handle corporate and research clients.

Travel & Flexibility

• Mobility: Must be willing to travel 60% - 70% of the time.
• Flexibility: Ready to travel across India outside the primary territory to support business needs when required.