Customer Support Engineer - Mechanical

Job Description

We are seeking a highly skilled and experienced Customer Service and Support Engineer with expertise in Rubber Processing Machineries, specifically Internal Mixers and Extruders. The ideal candidate will have a background in customer service, technical support, and commissioning of heavy machinery, as well as troubleshooting skills in hydraulic systems. This role requires a dynamic professional who can work closely with customers to ensure equipment performance and provide excellent service. Roles and Responsibilities: Equipment Testing & Service: Perform testing of capital equipment to ensure compliance with specifications and standards. Address and service key parts if any issues arise during testing. Customer Coordination: Coordinate customer inspections and equipment demonstrations to ensure successful outcomes. Address customer queries, complaints, and provide necessary information during these engagements. Commissioning & Servicing: Manage the commissioning and servicing of equipment at customer locations, ensuring smooth operations and performance. Provide training on operating procedures and safety aspects after commissioning. Travel & Technical Tools: Willingness to travel for onsite customer support and troubleshooting. Proficiency in SAP and CRM systems for managing customer data and service requests. Efficiency & Reporting: Minimize testing time while ensuring high standards. Create and maintain minutes of meetings (MOM) and gather customer service ratings after every visit. Customer Support: Provide timely responses to customer calls and resolve any concerns or technical issues. Offer continuous product support and guidance throughout the lifecycle of the equipment. Training & Knowledge Sharing: Conduct training sessions for customers on the proper use of machinery, including operational dos and donts, and safety measures. Update and maintain a database of organizational knowledge for ongoing reference and improvement. Competency Required: Technical Expertise: In-depth product knowledge of Rubber Processing Machinery, including Internal Mixers and Extruders. Strong troubleshooting skills, especially in hydraulic systems. 2 to 7 years of experience in the customer support field with a B.Tech / B.E in Mechanical or a Diploma in Mechanical. Candidate should be willing to relocate to Kanchipuram. Candidate must be ready to travel to customer locations. Communication Skills: Excellent interpersonal and communication skills, with the ability to engage and support customers effectively. Proficiency in English and Hindi for communication with diverse customer bases. Operational Knowledge: Strong understanding of machinery operation, maintenance, and safety. Ability to effectively manage time and prioritize tasks. Software Proficiency: Proficiency in SAP for inventory management, service tracking, and CRM systems for customer relationship management. Accountability: Timeliness: Ensure on-time commissioning of equipment and adherence to project timelines. Ensure that all equipment testing is conducted, and results meet organizational standards. Customer Satisfaction: Ensure a high level of customer satisfaction through timely, effective service and troubleshooting. Maintain accurate records of customer interactions and service history. Database Management: Regularly update and maintain a comprehensive database of customer interactions, service records, and technical documentation.