Service Engineer

Blue Star Limited; Bengaluru; On-site; INR 500,000 - 800,000; Full time

Job summary

Blue Star Limited, a leading HVAC&R company in India, seeks a Service Coordinator in Bengaluru to manage customer complaints from receipt to resolution, coordinate preventive maintenance, and handle warranty and non-AMC spares/business aspects. The role emphasizes timely resolution, accurate documentation, and customer satisfaction.

The incumbent will drive complaint closure, PMS adherence, escalations, and coordination with service engineers and internal teams to ensure service quality and

Qualifications

• Graduate/Diploma in Engineering, Business Administration, Commerce, or a relevant discipline.

Responsibilities

• Manage customer complaints from receipt to resolution and closure.
• Coordinate with service personnel for timely resolution.
• Monitor complaint progress against defined TAT/SLA.
• Ensure PMS adherence and documentation.
• Coordinate PMS visits and defective material returns.
• Raise and track warranty claims with relevant teams.

Skills

Complaint management

Service coordination

Preventive maintenance

Warranty claims

Billing coordination

MS Excel

MS Office

TAT/SLA knowledge

Customer orientation

Communication skills

Ownership

Problem solving

Prioritization

Stakeholder management

Work under pressure

Time management

Teamwork

Education

Graduate/Diploma in Engineering, Business Administration, Commerce, or relevant discipline

Tools

ERP/CRM system

Job description

Blue Star is India's leading Heating, Ventilation, Air conditioning and Commercial Refrigeration (HVAC&R) Company, with an annual revenue of over Rs 8000 crores, a network of 30 offices, 7 modern manufacturing facilities including the new state-of-the-art deep freezer facility at Wada, and Blue Star Climatech Limited’s world-class facility at Sri City; 3132 employees, and 4040 channel partners. The Company has manufacturing facilities at Dadra, Himachal Pradesh, Wada and Ahmedabad, which use modern, state-of-the-art manufacturing equipment to ensure that the products have consistent quality and reliability. The Company has a manufacturing footprint of more than 1 lakh sq m, with the mainstay of product development and R&D being energy-efficiency, coupled with eco-friendly and sustainable products.

What Your Role Entails

To ensure efficient and timely delivery of customer service by managing complaints, preventive maintenance, material returns, warranty claims, and non-AMC service/spares business in accordance with company policies and service standards. The role is responsible for driving complaint resolution and closure, ensuring PMS adherence, coordinating necessary escalations and support, and contributing to customer satisfaction and service business growth.

Purpose of the Role

To ensure efficient and timely management of customer service requirements by handling complaints from initial receipt through resolution and closure, coordinating preventive maintenance activities, facilitating escalations and technical support, managing defective material returns and warranty claims, and supporting non-AMC spares and repair business.

The role is responsible for ensuring high service responsiveness, complaint closure within defined timelines, PMS adherence, accurate service documentation, customer satisfaction, and compliance with company policies and processes.

Key Responsibilities

A. Complaint Management & Customer Service

• Receive and acknowledge customer complaints received through the call centre/system and ensure they are appropriately recorded in ServIT.
• Take ownership of complaints from the time of receipt until final resolution and closure.
• Review complaint details, understand the customer requirement, and coordinate with the relevant service personnel for resolution.
• Monitor the progress of open complaints and ensure that they are resolved within the defined TAT/SLA.
• Maintain accurate and up-to-date complaint status in ServIT, including actions taken, pending requirements, and closure details.
• Communicate with customers as required regarding complaint status, service visits, resolution timelines, and other relevant information.
• Ensure that complaints are properly documented before closure, including service details, resolution/action taken, and customer confirmation wherever applicable.
• Identify recurring or critical complaints and bring them to the attention of the concerned Service Manager/SDH.

B. Daily Review & Monitoring of Pending Complaints

• Conduct a daily review of all pending/open complaints to identify delays, bottlenecks, and complaints requiring immediate attention.
• Track complaints based on priority, customer impact, and committed resolution timelines.
• Follow up with service engineers/technicians and other stakeholders for timely resolution.
• Highlight overdue and critical complaints to the appropriate level of management.
• Maintain regular follow-up until the complaint is resolved and formally closed in ServIT.
• Prepare or provide pending complaint status reports as required by management.
• Escalate complaints to SDH/AM or other appropriate stakeholders wherever additional support or intervention is required.
• Coordinate with technical teams, service engineers, management, and other functions to resolve complex or critical complaints.
• Ensure that escalations contain complete and accurate information, including:
  • Complaint history
  • Actions already taken
  • Technical issue/pending requirement
  • Support required
• Follow up on escalated cases and ensure that the required support is provided within the agreed timeline.
• Ensure effective communication between the customer, service team, and management during critical complaint resolution.

D. Preventive Maintenance Service (PMS)

• Monitor the PMS schedule generated through the system and ensure that scheduled preventive maintenance activities are completed within the defined timeline.
• Coordinate with service personnel and customers to schedule PMS visits as per the system-generated schedule.
• Track PMS completion and identify deviations from the planned schedule.
• Ensure achievement of PMS adherence as per the division/company target.
• Follow up on missed, postponed, or delayed PMS activities and take corrective action.
• Ensure appropriate service records and system updates are completed after PMS activities.
• Monitor PMS performance and provide relevant status information to the Service Manager.
• Coordinate the identification, collection, and dispatch of defective materials/parts requiring return.
• Arrange to send defective materials back to the concerned company/vendor/location as per established procedures.
• Ensure proper documentation and system entries for returned materials.
• Coordinate with logistics, stores, service personnel, and relevant internal teams for timely material movement.
• Track returned materials until receipt/acknowledgement and maintain necessary records.
• Ensure that material returns are completed within the defined timelines and company guidelines.

F. Warranty Claim Management

• Identify cases where parts, materials, or services are eligible for warranty coverage.
• Raise warranty claims wherever applicable in accordance with company warranty policies and procedures.
• Ensure all required documents and supporting information are available for warranty claim submission.
• Coordinate with relevant service, technical, stores, and commercial teams for processing warranty claims.
• Track the status of submitted warranty claims and follow up on pending claims.
• Ensure warranty-related records are accurately maintained in the system.
• Minimize delays or rejections by ensuring claims are complete, accurate, and submitted within prescribed timelines.

G. Non-AMC Business – Spares & Repair Services

• Identify and process Non-AMC (Annual Maintenance Contract) requirements, particularly for spares and repair & service (R&S) activities.
• Prepare and submit offers/quotations for spares and R&S requirements in accordance with company guidelines, pricing policies, and approval processes.
• Coordinate with the concerned teams for obtaining technical and commercial inputs required for preparing offers.
• Follow up with customers on submitted offers and support the conversion of quotations into orders.
• Ensure customer orders are correctly captured and booked in the system.
• Coordinate with relevant teams to ensure timely execution and billing of booked orders.
• Monitor the order-to-billing cycle and follow up on pending orders to avoid delays.
• Maintain accurate records of quotations, orders, billing, and related customer communication.
• Ensure all commercial activities comply with company policies, authorization limits, and defined processes.

Education

• Graduate/Diploma in Engineering, Business Administration, Commerce, or a relevant discipline.
• Technical qualification may be preferred depending on the product/service industry.

Experience

• 5+ years of experience in customer service, service coordination, after-sales service, service administration, or a similar role.
• Experience in equipment/product/service-oriented industries would be an advantage.
• Experience handling service complaints, preventive maintenance, warranty, spares, or repair services is preferred.

Technical / Functional Skills

• Customer complaint management
• Service coordination
• Preventive maintenance tracking
• Warranty claim processing
• Order booking and billing coordination
• Basic understanding of service operations
• MIS/report preparation
• ERP/CRM/service management system experience
• MS Excel and MS Office
• Knowledge of TAT/SLA-based service management
• Strong customer orientation
• Good communication and interpersonal skills
• Ownership and accountability
• Problem-solving ability
• Ability to prioritize multiple complaints/tasks
• Coordination and stakeholder-management skills
• Ability to work under pressure
• Time management
• Teamwork and collaboration

Overall Role Objective

The incumbent will act as a key coordination point between customers and the service organization, ensuring that customer complaints and maintenance requirements are addressed promptly and effectively. The role will drive complaint closure, PMS adherence, escalation management, warranty and material-return processes, and non-AMC spares/R&S business, thereby contributing to improved customer satisfaction, service efficiency, revenue generation, and compliance with organizational service standards.