Senior Engineer – Service Support

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

Job summary

2coms is seeking a Senior Engineer – Service Support in Mumbai to manage after-sales service activities, handle customer complaints, and coordinate with service partners. You will troubleshoot, support AMC/spares, and maintain service records in CRM/SAP while ensuring timely resolutions.

The ideal candidate will have 3–4 years of experience, strong technical knowledge, and excellent customer-facing skills. Willingness to travel to customer sites is required.

Qualifications

• Diploma / B.E. / B.Tech in Mechanical or 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.
• Excellent customer handling and communication skills.

Responsibilities

• Handle and ensure timely closure of service, warranty, and non-warranty calls.
• Attend to customer complaints and ensure effective resolution with 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 follow-up.
• Monitor service/project status and provide timely updates to customers and Head Office.
• Conduct product demonstrations, technical training, and product awareness sessions when required.
• Support quality initiatives, audits, and process improvements.
• Maintain service records and customer information in CRM/SAP.
• Travel to customer and project sites as required.

Skills

Customer handling

Root Cause Analysis

Technical support

Troubleshooting

Communication skills

Coordination

Negotiation abilities

Analytical skills

Travel willingness

Education

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

Tools

CRM

SAP

MS Office

Job description

• Dial in Extension to connect with Recruiter 391

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.