Lead Engineer - Customer Support

Dopag India; Pune District, Bommasandra; On-site; INR 350,000 - 700,000; Full time

Job summary

Dopag India is seeking a proactive Service Engineer to receive and record customer service requests, document details, and communicate with customers to understand requirements and updates. You will coordinate service activities with regional teams and the Lead, ensuring clear ownership and timely action.

You will perform remote troubleshooting via video or phone, verify warranty status, arrange onsite service, and collaborate with internal teams for parts, support, and technical resolution.

Responsibilities

• Receive and record assigned customer service requests and complaints, ensuring all relevant details are properly documented.
• Communicate with customers to understand service requirements, clarify issues, provide updates, and coordinate service activities professionally.
• Review assigned complaints to understand the nature, urgency, and technical requirements of the issue and report significant concerns to the Lead.
• Coordinate with regional teams and the Lead for service request approval, scheduling, and assignment of service activities.
• Perform initial troubleshooting remotely through video calls, phone calls, or other digital communication methods wherever feasible.
• Verify equipment warranty status and support determination of warranty or chargeable service requirements as per company guidelines.
• Check AMC applicability for equipment not under warranty and coordinate with the Lead for further service action.
• Carry out assigned onsite service, troubleshooting, repair, inspection, installation, and commissioning activities as required.
• Coordinate with internal technical/engineering teams for technical support, modifications, and resolution of complex customer issues.
• Coordinate with Inside Sales for spare-parts requirements, quotations, customer communication, and follow-up.
• Coordinate with SCM for availability and timely arrangement of required spare parts, materials, and components.
• Monitor equipment condition and performance during service activities and identify preventive maintenance or spare-parts replacement requirements.
• Support installation, commissioning, machine trials, demonstrations, and customer training on safe and effective equipment operation.
• Conduct functional and safety checks before and after service activities, as applicable, and ensure compliance with service procedures.
• Complete assigned service activities within agreed timelines and follow up on pending actions, corrective measures, and customer requirements.
• Prepare accurate service reports covering customer complaints, findings, troubleshooting performed, root cause, service actions, spare parts used, and final resolution.
• Participate in customer closing meetings and support preparation of MoM, action points, and customer feedback records.
• Record and follow up on service issues, corrective actions, repeat failures, and pending complaints, and elevate unresolved or critical issues to the Lead.
• Maintain accurate service records, customer communication, service reports, and technical documentation in the ERP/service system and MS Office.
• Coordinate effectively with Customers, Regional Teams, Engineering, Inside Sales, SCM, Production, Quality, and other functions for timely service resolution.
• Maintain professional communication and behaviour while handling customer concerns, complaints, and service-related issues, including escalations.
• Support the Lead in monitoring service status, customer feedback, pending complaints, spare-parts requirements, and service performance.

Job description

Role & responsibilities

1. Receive and record assigned customer service requests and complaints, ensuring all relevant details are properly documented.

2. Communicate with customers to understand service requirements, clarify issues, provide updates, and coordinate service activities professionally.

3. Review assigned complaints to understand the nature, urgency, and technical requirements of the issue and report significant concerns to the Lead.

4. Coordinate with regional teams and the Lead for service request approval, scheduling, and assignment of service activities.

5. Perform initial troubleshooting remotely through video calls, phone calls, or other digital communication methods wherever feasible.

6. Verify equipment warranty status and support determination of warranty or chargeable service requirements as per company guidelines.

7. Check AMC applicability for equipment not under warranty and coordinate with the Lead for further service action.

8. Carry out assigned onsite service, troubleshooting, repair, inspection, installation, and commissioning activities as required.

9. Coordinate with internal technical/engineering teams for technical support, modifications, and resolution of complex customer issues.

10. Coordinate with Inside Sales for spare-parts requirements, quotations, customer communication, and follow-up.

11.Coordinate with SCM for availability and timely arrangement of required spare parts, materials, and components.

12. Monitor equipment condition and performance during service activities and identify preventive maintenance or spare-parts replacement requirements.

13. Support installation, commissioning, machine trials, demonstrations, and customer training on safe and effective equipment operation.

14. Conduct functional and safety checks before and after service activities, as applicable, and ensure compliance with service procedures.

15. Complete assigned service activities within agreed timelines and follow up on pending actions, corrective measures, and customer requirements.

16. Prepare accurate service reports covering customer complaints, findings, troubleshooting performed, root cause, service actions, spare parts used, and final resolution.

17. Participate in customer closing meetings and support preparation of MoM, action points, and customer feedback records.

18. Record and follow up on service issues, corrective actions, repeat failures, and pending complaints, and elevate unresolved or critical issues to the Lead.

19. Maintain accurate service records, customer communication, service reports, and technical documentation in the ERP/service system and MS Office.

20. Coordinate effectively with Customers, Regional Teams, Engineering, Inside Sales, SCM, Production, Quality, and other functions for timely service resolution.

21. Maintain professional communication and behaviour while handling customer concerns, complaints, and service-related issues, including escalations.

22. Support the Lead in monitoring service status, customer feedback, pending complaints, spare-parts requirements, and service performance.