Service Executive

Role Overview:

The Service Executive is responsible for ensuring smooth after-sales support, attending to customer complaints, coordinating service schedules, machine installations and maintaining strong customer relationships. This role is key to delivering excellent service and ensuring customer satisfaction with Ecostan products.

Key Responsibilities:

• Service Support & Coordination
• Handle customer service requests, complaints, and inquiries professionally.
• Schedule and coordinate service visits with the field service team
• Monitor and follow up on service activities to ensure timely resolution.
• Customer Interaction
• Maintain strong relationships with customers by providing prompt updates and support.
• Collect customer feedback and share insights with the team for continuous improvement.
• Documentation & Reporting
• Prepare service reports, maintain service records, and update the database regularly.
• Track warranty claims, parts replacements, and service status.
• Internal Coordination
• Coordinate with the spare parts, production, and quality departments to ensure availability of required parts and support for service issues.
• Escalate critical service issues when required.
• Performance Monitoring
• Achieve set targets for service response time, resolution time, and customer satisfaction.
• Suggest process improvements to enhance service efficiency and customer experience.

Key Skills & Competencies:

• Good understanding of service operations in a manufacturing/engineering setup.
• Strong communication and problem-solving skills.
• Ability to handle customer concerns with a professional and positive attitude.
• Basic knowledge of MS Office / ERP systems for reporting and data entry.
• Ability to work independently and handle multiple service requests simultaneously.

Qualifications & Experience:

• Degree in Mechanical / Electrical / Electronics Engineering.
• 24 years of experience in customer service, after-sales support, or field service coordination.
• Experience in industrial machinery or equipment servicing will be an added advantage.