Customer Service Engineer

Roles & Responsibilities:

• Provide on-site technical assistance to customers for all installed products, ensuring timely resolution of any issues or problems encountered.
• Perform routine maintenance checks and services as per schedule, proactively identifying potential faults and taking corrective action before they escalate into major breakdowns.
• Assist in the commissioning of new installations, verifying their proper functioning according to specifications and addressing any concerns raised by customers during this process.
• Conduct regular preventive maintenance visits to customer sites, inspecting equipment, performing repairs when necessary, and updating records related to each visit.
• Offer guidance and advice to customers regarding best practices in using our products, including providing tips on how to optimize performance and minimize downtime.
• Collaborate closely with internal teams such as sales representatives, engineers, quality control specialists, and supply chain personnel to ensure seamless communication channels are maintained at all times.
• Maintain accurate documentation of customer interactions, service activities performed, and equipment status updates in compliance with regulatory requirements and organizational policies.
• Handle complaints promptly and professionally, investigating causes, providing solutions, and reporting findings to senior management.
• Participate in continuous improvement initiatives aimed at enhancing operational efficiency, reducing costs, and improving overall customer experience.
• Adhere to safety protocols and guidelines while working on-site, promoting safe work practices among customers and co-workers.
• Contribute to the development and enhancement of customer support processes and procedures based on feedback received from clients.
  

Required Qualifications

• Bachelor’s degree in Electronics Engineering or equivalent field of study preferred.
• Proven track record of at least three years’ experience in customer support roles within medical device industry.
• Strong knowledge base in troubleshooting techniques applicable to various types of medical imaging equipment.
  

Desired Characteristics

• Excellent interpersonal skills with the ability to communicate effectively both verbally and written.
• Demonstrated problem-solving abilities and decision-making competencies.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) required.
• Ability to travel extensively throughout India and occasionally abroad.
• Valid driver's license essential.
• Previous experience working in a regulated environment desirable.
• Knowledge of FDA regulations relevant to medical devices advantageous.
  

Inclusion and Diversity

total rewards

Additional Information

Relocation Assistance Provided: