Customer Support Engineer - Mechanical

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 don'ts, 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.