Senior Engineer – Service Support

2coms; Ahmedabad District; On-site; INR 432,000 - 528,000; Full time

Job summary

2coms is seeking a Senior Engineer – Service Support to manage after-sales service activities, handle customer complaints, service calls, AMC/spares support, and coordinate with service partners. The candidate should excel in technical troubleshooting and customer interactions, ensuring timely resolutions and quality service.

The role requires coordination with installation contractors, travel to sites as needed, and proactive service quality initiatives to reduce COPQ and improve customer

Qualifications

• Experience in After Sales Service, Service Engineering or Technical Support.
• Strong knowledge of RCA, FMEA, site handling and maintenance activities.
• Excellent customer handling and communication skills.
• Proficiency in CRM, SAP, and MS Office.

Responsibilities

• Handle and close service, warranty, and non-warranty calls.
• Provide technical support for installation, commissioning, troubleshooting, and maintenance.
• Coordinate with service partners and installers for service activities.
• Support AMC and spares business including quotations and follow-up.
• Maintain service records and CRM/SAP data.

Skills

After-sales service

Service engineering

Technical support

Customer service

Education

Diploma / BE / B.Tech in Mechanical / Electrical Engineering

Tools

CRM

SAP

MS Office

Job description

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Job Description

• Department: Service Support
  
• Experience: 3–4 Years
  
• CTC: Up to ₹4.8 LPA
  
• Employment Type: Full-Time
  

Job Summary

We are looking for an experienced Senior Engineer – Service Support to handle after-sales service activities, customer complaints, service calls, AMC/spares support, troubleshooting, and coordination with service partners. The ideal candidate should have strong technical knowledge, customer-handling skills, and experience in service support operations.

Key Responsibilities

• Handle and ensure timely closure of service, warranty, and non-warranty calls .
  
• Attend to customer complaints and ensure effective resolution with proper Root Cause Analysis (RCA) .
  
• Provide technical support for installation, commissioning, troubleshooting, and maintenance .
  
• Coordinate with Service Partners and Authorized Installation Contractors for service activities.
  
• Support AMC and spares business , including spares identification, selection, quotations, and order follow-up.
  
• Monitor service/project status and provide timely updates to customers and the Head Office.
  
• Conduct product demonstrations, technical training, and product awareness sessions when required.
  
• Support performance audits, service quality initiatives, and process improvement activities.
  
• Help minimize Quality Assurance Risks (QAR) and Cost of Poor Quality (COPQ) .
  
• Coordinate with internal teams for timely resolution of technical and customer-related issues.
  
• Maintain proper service records, reports, and customer information in CRM/SAP .
  
• Support techno-commercial discussions with customers and service partners.
  
• Travel to customer/project sites as required.
  

Requirements

• Diploma / B.E. / B.Tech in Mechanical / Electrical Engineering or a relevant technical discipline.
  
• 3–4 years of experience in After Sales Service, Service Engineering, Technical Support, or Customer Service.
  
• Strong exposure to service support, troubleshooting, AMC, and spares management .
  
• Good knowledge of RCA, FMEA, site handling, and maintenance activities .
  
• Excellent customer handling and communication skills.
  
• Good techno-commercial and negotiation abilities.
  
• Proficiency in CRM, SAP, and MS Office .
  
• Strong analytical and problem-solving skills.
  
• Result-oriented approach with good coordination abilities.
  
• Willingness to travel extensively to customer and project sites.