Customer Support Engineer – Hyderabad, Kochi

Schiller India; Ernakulam; On-site; INR 600,000 - 900,000; Full time

Job summary

Schiller India is seeking a capable Service Operations Manager to oversee service delivery, installation/commissioning, AMC/CMC management, and customer relations in the Kerala region. The role requires leading a team of service engineers, ensuring timely maintenance, and driving service revenue while maintaining strict documentation and billing compliance.

The ideal candidate will have BE/Diploma in electronics & communication or biomedical engineering, strong CRM and Excel skills, and proven

Qualifications

• BE or Diploma in Electronics & Communications or Biomedical Engineering required.
• Experience in service operations and installation/commissioning preferred.
• Strong CRM and MS Excel skills expected.

Responsibilities

• Service Operations Management: oversee service delivery, installations, preventive maintenance, and breakdown support.
• Monitor and ensure service call closure within defined TAT; handle escalations.
• AMC/CMC management: track contracts and drive renewals; ensure timely maintenance and billing.
• Spare parts and inventory management: ensure availability and coordinate with logistics for urgent needs.
• Customer relationship management: be primary contact for service-related concerns and maintain high customer satisfaction.
• Team management: supervise engineers, assign tasks, monitor performance, and provide technical support.
• Reporting & CRM: maintain CRM updates and prepare periodic service performance reports.

Skills

Medical equipment knowledge

CRM tools

MS Excel

Communication skills

Team management

Education

BE / Diploma in Electronics & Communications or Biomedical Engineering

Job description

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