Customer Technical Support

Role Overview:
• Responsible for handling client escalations, coordinating issue resolution, managing preventive maintenance, and ensuring timely ticketing, documentation, and reporting. The role ensures SLA/TAT compliance and high service reliability.

Key Responsibilities:
• Serve as escalation point for client complaints and assign issues for timely resolution.
• Manage ticketing system and track all issues end-to-end.
• Maintain preventive maintenance schedules and close breakdowns within defined SLAs.
• Plan technician travel and ensure job readiness.
• Conduct weekly RCA reviews for recurring issues.
• Follow up with clients post-resolution for feedback.
• Coordinate service billing and consumables tracking.
• Maintain accurate logs of service events, complaints, and expenses.
• Generate weekly reports and manage digital documentation.

Performance Expectations:
• All escalations addressed immediately; max 5 active at any time.
• 100% issue assignment and TAT adherence.
• Weekly RCA reviews completed.
• Preventive and breakdown jobs closed within 1–2 days.
• Feedback collected within 48 hours.
• Accurate and timely billing, documentation, and reporting.

Requirements:
• B.Tech in Mechanical, Electrical, or related engineering field (Mandatory).
• 3–5 years of experience in service operations, client support, or maintenance coordination.
• Strong in ticketing tools, Google Sheets, and documentation systems.
• Excellent communication, follow-up, and organizational skills.
• Detail-oriented, process-driven, and high sense of ownership