Engineer - Service Advisor

Individual Contributor Role

Jaquar Group is a prominent Indian conglomerate established in 1960 that operates in the bathroom and lighting industry headquartered in Manesar and has a global presence with manufacturing facilities, subsidiaries, and distribution networks in various countries. Jaquar has grown to become one of the leading manufacturers of premium bathroom fittings, sanitary ware, faucets, showers, wellness products, and lighting solutions.

At Jaquar Group, our values guide everything we do. As part of our team, you will be expected to uphold these principles:

• Passion for technology – We innovate continuously
• Highest quality standards – We strive for excellence
• Building strong relationships – We value lasting partnerships
• Excellent customer service – We prioritize customer satisfaction
• Taking care of our people – We support and nurture our team
• Integrity – We uphold the highest ethical standards

In this role, you will play a crucial role in delivering exceptional customer service, ensuring technical excellence, and maintaining strong relationships with key stakeholders. You will drive seamless service operations, provide technical assistance, and support pre-and post-sales activities, contributing to overall customer satisfaction and operational efficiency. Your expertise and proactive approach will help foster trust and loyalty among customers, dealers, and internal teams.

• Conduct training sessions for Plumbers Associated with Dealers (PAD) at classroom settings or dealer points
• Provide on-site assistance and guidance to PAD and architect staff to ensure proper product handling and installation
• Offer technical site assistance to architects during critical project stages
• Deliver proactive service solutions to retail customers and ensuring prompt resolution of issues
• Manage preventive maintenance contracts (PMC) and organizing maintenance camps for key accounts and projects as recommended by branch heads
• Address customer complaints promptly to ensure satisfaction and loyalty
• Monitor and ensure timely return of spare parts and dealer claims to the factory for replacements or repairs
• Manage spare parts replenishment for the dealer network and validating branch-to-ASP spare parts transactions
• Ensure spare parts stock reconciliation and return to the factory within timelines
• Organize training programs for service personnel to enhance technical skills and knowledge
• Provide special technical support to the sales team for pre-and post-sales activities
• Oversee dealer claims for manufacturing defects, spare parts, or products and ensuring timely resolutions
• Conduct health checks of JDS & OC systems to maintain operational efficiency
• Coordinate with the sales and service teams to meet organizational goals

• Customer-centric mindset with a focus on quality service delivery
• Expertise in product installation and maintenance
• Knowledge of preventive maintenance practices and spare parts management
• Proficiency in training and mentoring technical teams
• Familiarity with service protocols and operational workflows
• Technical aptitude with a strong understanding of service tools and equipment

• Education: Bachelor's degree or diploma in Mechanical/Electrical Engineering or a related field
• Experience: 5-7 years of experience in customer service or technical support, preferably in the plumbing, construction, or related industries
• Skills:
  • Excellent problem-solving and troubleshooting abilities
  • Exceptional communication and interpersonal skills
  • Organizational and time management skills to handle multiple tasks efficiently
  • Proactive and detail-oriented approach

Jaquar Group is committed to fostering a diverse and inclusive workplace and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, national orientation or disability.

Jaquar and Company Private Limited
Plot No.3, Sector – 11, IMT ManesarGurgaon, Haryana – 122050

www.jaquar.com