Field Support Engineer

Job Description:

We are looking for a proactive and customer-focused Support Engineer to join our Support and Post-sales team. The Support Engineer will be responsible for carrying out product installations, providing on-site and remote technical support, resolving customer issues, and ensuring service quality in line with SLAs.

Roles and Responsibilities:

1.Installation Management-

▪Execute product or service installations at customer sites following standard procedures.

▪Ensure installations are completed safely, efficiently, and as per customer requirements.

▪Provide user training and system demonstrations post-installation.

2.Technical Support & Troubleshooting-

▪Provide first-level and second-level support for hardware/software-related issues.

▪Log, track, and resolve customer support tickets within defined timelines.

▪Escalate complex issues to senior engineers or the Support Manager when necessary.

3.AMC & Maintenance Activities-

▪Carry out scheduled preventive maintenance and AMC service visits.

▪Ensure all customer equipment is operating optimally and report any anomalies.

▪Document service activities and obtain customer sign-off.

4.Field Support & Customer Interaction-

▪Travel to client sites for service requests, installation, and breakdown support.

▪Communicate clearly with customers, explaining issues and resolutions.

▪Maintain a high level of professionalism and customer satisfaction during all interactions.

5.Reporting & Documentation-

▪Maintain accurate logs of all service and installation activities.

▪ Submit daily/weekly reports to the Support Manager.

▪Capture feedback and service improvement suggestions from clients.

Desirable Skills:

▪Strong technical aptitude with a problem-solving mindset

▪Good verbal and written communication skills

▪Familiarity with service ticketing tools

▪Ability to work independently and manage time effectively

▪Willingness to travel frequently and work on-site as needed

Job Type: Full-time

Pay: ₹11,284.69 - ₹25,000.00 per month

Benefits:

• Provident Fund

Shift:

• Day shift

Work Days:

• Weekend availability

Work Location: In person