Technical Support Engineer

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