Senior Engineer – Service Support

2COMS Consulting Pvt. Ltd.; Jaipur; On-site; INR 360,000 - 480,000; Full time

Job summary

2COMS Consulting Pvt. Ltd. in India is seeking an experienced Senior Engineer – Service Support to manage after-sales service, handle calls, AMC/spares support, troubleshooting, and coordinate with service partners.

You will need strong technical knowledge, customer handling skills, and the ability to drive service operations, QA, and improvements across projects, with travel to customer sites as required.

Qualifications

• Diploma / B.E. / B.Tech in Mechanical or Electrical Engineering.
• 3–4 years of experience in After Sales Service or Service Engineering.
• Exposure to service support, troubleshooting, AMC, and spares management.
• Knowledge of RCA, FMEA, site handling, and maintenance activities.
• Excellent customer handling and communication skills.
• Proficiency in CRM, SAP, and MS Office.
• Willingness to travel extensively.

Responsibilities

• Handle service, warranty, and non-warranty calls with timely closure.
• Attend to customer complaints with RCA-based resolutions.
• Provide installation, commissioning, troubleshooting, and maintenance support.
• Coordinate with Service Partners and Authorized Installers.
• Support AMC and spares business including quotations and orders.
• Monitor project status and update customers and Head Office.
• Conduct product demonstrations and technical training as needed.
• Assist quality initiatives and process improvements.
• Maintain service records and CRM/SAP data.
• Travel to customer and project sites as required.

Skills

Customer handling

Analytical skills

Communication

Troubleshooting

Negotiation

Education

Diploma / B.E. / B.Tech (Mechanical / Electrical)

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.