Senior Engineer Service Support

2COMS Consulting Pvt. Ltd.; Gandhinagar; On-site; INR 288,000 - 480,000; Full time

Job summary

2COMS Consulting Pvt. Ltd. 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 possess strong technical knowledge, excellent customer handling, and hands-on experience in service support operations. The role involves providing technical installation, commissioning, troubleshooting and maintenance support, ensuring timely service closure,

Qualifications

• Diploma/B.E./B.Tech in Mechanical or Electrical Engineering.
• 3–4 years of experience in After Sales Service or related fields.
• Proficiency in RCA, FMEA, site handling and maintenance.
• Proficiency in CRM, SAP and MS Office.
• Willingness to travel to customer/project sites.

Responsibilities

• Handle and ensure timely closure of service, warranty, and non-warranty calls.
• Attend to customer complaints and ensure effective resolution with 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, quotations, and order follow-up.
• Monitor service/project status and provide timely updates to customers and the Head Office.
• Travel to customer/project sites as required.

Skills

Customer handling

Troubleshooting

Communication

Problem-solving

Education

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

Tools

CRM

SAP

MS Office

Job description

Job Description:

Job Description – Senior Engineer – Service Support

Position Details

• Designation: Senior Engineer – Service Support
• Department: Service Support
• Location: Ahmedabad / Bangalore / Mumbai/ Jaipur / Hyderabad
• Experience: 3–4 Years
• CTC: Up to ₹4.8 LPA
• Employment Type: Full-Time
• Industry: After Sales Service / Service Engineering

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.