Technical Support Engineer

Job Description

Role & responsibilities Handle escalated complaints unresolved beyond 48 hours from field engineers/customers Provide remote and on-site technical support to engineers and customers Plan and conduct training for field service engineers to improve technical capabilities Analyze National Complaint Register data, identify root causes, and reduce repeat complaints Approve warranty claims in coordination with the spares division Follow up with supply chain for spares procurement for CAMC and warranty calls Drive remote monitoring solutions like K Connect installations and algorithms Weekly reporting of NCR to QA and ensure permanent resolution of complaints Conduct root cause analysis of Zero Hour Complaints Review and analyze service reports and log readings from chillers Visit key customer locations for technical audits and engineer performance mapping Ensure high customer satisfaction and implement service policies effectively Collaborate with sales/service teams to support lead generation and solution selling Propose and implement service improvement and business ideas Preferred candidate profile Strong analytical and root cause analysis capability Should have handled escalated service issues and customer complaints Good communication, documentation, and training delivery skills Hands-on knowledge of chiller systems, components, service tools, and reporting Willing to travel for field visits and escalation support