We are looking for a Technical Support Executive (TSE) to provide technical support to customers and engineers, troubleshoot product/system-related issues, coordinate with OEMs, and ensure timely resolution and closure of service tickets.
The role will involve customer communication, technical troubleshooting, site visits, engineer training, RMA coordination, and maintaining proper service records.
Key Responsibilities
- Handle technical queries from customers, engineers, and project teams.
- Provide technical solutions through phone calls, email, video calls, and site visits.
- Follow up with customers to confirm successful resolution of issues.
- Coordinate with OEMs for unresolved technical issues and implement recommended solutions.
- Maintain complete records of technical queries, solutions, customer feedback, and supporting documents.
- Review technical drawings and information for Sensis aspiration systems.
- Support flow calculations, system design, and BOQ-related activities.
- Conduct technical training and practical sessions for engineers.
- Prepare technical training material, videos, and learning resources.
- Respond to technical emails and provide timely support to internal and external stakeholders.
- Conduct regular site visits for technical troubleshooting and resolution.
- Update all service activities and job details in NEXUS.
RMA & Warranty Responsibilities
- Check product eligibility for RMA/warranty claims.
- Collect required documents, photographs, videos, serial numbers, and invoices.
- Prepare and submit RMA cases to OEMs.
- Coordinate material dispatch and receipt from OEMs.
- Follow up with OEMs for RMA approval/replacement/repair.
- Inspect returned/repaired/replacement materials.
- Coordinate return of materials to customers.
- Handle out-of-warranty repair cases, including vendor coordination, quotations, customer approval, repair follow-up, and final dispatch.
Skills Required
- Good technical troubleshooting and problem-solving skills.
- Good knowledge of technical drawings and engineering systems.
- Good verbal and written communication skills.
- Good email and documentation skills.
- Customer-oriented approach.
- Strong follow-up and coordination skills.
- Ability to work with OEMs, customers, engineers, and internal teams.
- Willingness to travel for site visits.
- Ability to work independently as well as part of a team.
Qualification & Experience
- Diploma/Degree in Mechanical, Electrical, Electronics, Instrumentation, Fire & Safety, or a related engineering field.
- Experience in technical support, service engineering, fire & safety systems, industrial products, or a similar field will be preferred.
- Experience in handling OEMs, customers, RMA, and service tickets will be an advantage.
What We Are Looking For
A technically strong and customer-focused professional who can take ownership of technical issues from initial complaint through troubleshooting, resolution, documentation, and final closure.
Job Type: Full-time
Pay: ₹15,000.00 - ₹25,000.00 per month
Benefits:
- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund
Ability to commute/relocate:
- Sola, Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (Preferred)
Education:
Experience:
- Communication skills: 1 year (Preferred)
- Customer service: 1 year (Preferred)
Language:
Work Location: In person
