Position Summary The Customer Support Engineer (CSE) is responsible for providing technical support to customers throughout the product lifecyclefrom pre-sales technical assistance to post-sales service and troubleshooting. The role involves understanding customer applications, recommending suitable products, coordinating with OEMs and internal teams, resolving technical issues, and ensuring a high level of customer satisfaction.

The CSE will work closely with the Sales, Procurement, Warehouse, and Accounts teams to ensure seamless execution of customer requirements while strengthening long-term customer relationships.

Key Responsibilities

Technical Support

- Understand customer applications and recommend appropriate industrial products and engineering solutions.
- Provide technical guidance on product selection, installation, operation, maintenance, and troubleshooting.
- Study customer requirements, technical drawings, specifications, and operating conditions.
- Support customers in resolving product-related technical issues promptly.
- Assist in product trials, demonstrations, and application testing whenever required.

Customer Service

- Respond to customer technical enquiries through phone, email, WhatsApp, and customer visits.
- Maintain regular communication regarding order status, technical clarifications, and service updates.
- Register, monitor, and close customer complaints within the defined turnaround time.
- Ensure a high level of customer satisfaction through timely and effective support.

Site Visits & Field Support

- Visit customer plants for inspections, troubleshooting, installation support, product demonstrations, and technical discussions.
- Conduct product performance evaluations and recommend suitable improvements.
- Prepare detailed service reports after every customer visit.
- Support commissioning and start-up activities whenever required.

Sales Support

- Work jointly with Sales Engineers during customer meetings requiring technical discussions.
- Assist in preparing techno-commercial quotations and technical proposals.
- Coordinate with OEMs and suppliers for technical information, product recommendations, and application support.
- Identify opportunities for cross-selling and up-selling during customer interactions and communicate them to the Sales team.

Coordination

- Coordinate with Procurement for product availability and technical specifications.
- Liaise with Warehouse and Logistics to ensure timely dispatch of customer orders.
- Coordinate warranty claims, product replacements,



and service support with manufacturers.
- Work closely with the Accounts team whenever documentation is required for customer support.

Documentation & Reporting

- Prepare service reports, inspection reports, installation reports, and technical recommendations.
- Maintain records of customer complaints, resolutions, service history, and site visits.
- Update CRM/ERP systems and internal trackers with accurate information.
- Submit weekly and monthly activity reports to the reporting manager.

Product Knowledge

- Continuously upgrade knowledge of EXPO Group's products, new technologies, industry standards, and customer applications.
- Attend internal product training sessions and OEM technical training programmes.
- Develop technical presentations and application notes to support customers and the sales team.

Key Performance Indicators (KPIs)

- Technical enquiry response time.
- Customer complaint resolution time.
- First-time resolution rate.
- Customer satisfaction and feedback.
- Number of customer visits completed.
- Timely submission of service reports.
- Support provided for successful order closures.
- Warranty claim closure efficiency.
- Repeat business from supported customers.
- Accuracy and completeness of technical documentation.

Educational Qualification

- Diploma or Bachelor's Degree in Mechanical Engineering.

Experience

- 1-5 years of experience in Customer Support, Technical Service, Application Engineering, Service Engineering, or Industrial Sales Support.
- Fresh engineering graduates with strong technical aptitude and willingness to travel may also be considered.

Required Skills

Technical Skills

- Valuable understanding of industrial engineering products and applications.
- Ability to read engineering drawings and technical datasheets.
- Knowledge of industrial maintenance and troubleshooting practices.
- Basic understanding of bearings, power transmission, hand tools, lifting equipment, industrial safety products, MRO consumables, or similar industrial products is desirable.
- Proficiency in Microsoft Excel, Word, Outlook, and PowerPoint.




- Familiarity with ERP/CRM software is an added advantage.

Soft Skills

- Excellent communication and presentation skills.
- Strong analytical and problem-solving ability.
- Customer-oriented attitude with professional behaviour.
- Ability to prioritise multiple tasks and meet deadlines.
- Good documentation and report-writing skills.
- Team player with a proactive approach.

Working Relationships

Internal

- Sales Team
- Procurement Department
- Warehouse & Logistics
- Accounts Department
- Management

External

- Customers
- OEMs and Manufacturers
- Vendors and Service Partners

What We Expect The ideal Customer Support Engineer should combine strong technical knowledge with excellent customer relationship skills. The candidate must be capable of understanding industrial applications, solving customer problems efficiently, supporting the sales team with technical expertise, and representing EXPO Group professionally at customer locations.

Career Progression

Customer Support Engineer Senior Customer Support Engineer Technical Sales Engineer / Key Account Engineer Assistant Manager Technical Support Manager Technical Services

Customer Support Engineer (CSE)

Department

Sales & Technical Support

Location

Haldia, West Bengal

Reporting To

Sales Manager / General Manager / Director

About EXPO Group

Established in 1977, EXPO Group is a leading industrial solutions provider serving customers across India and neighbouring countries. We specialize in supplying high-quality industrial products and engineering solutions, backed by strong technical expertise, responsive customer service, and reliable after-sales support. Our commitment is to help customers improve productivity, safety, and operational efficiency by delivering the right solutions at the right time.

The first and most important Landmark of Expo group was achieved in the year 1977 when Expo Chain & Bearing Stores was formed at Kolkata, INDIA.

In the year 1998 we extended our arms to reach directly to the South India market by opening our office in Bangalore.

We felt the need of having an overseas location for our extensive logistic requirement and to cater our clients in time of their urgent requirement of certain spares, this is when we decided to have our footprint in Singapore and opened our own operations in the year 2004.

The economic capital of INDIA, Mumbai was our next target as we wanted to cater our clients in every corner of INDIA and then we opened our office in MUMBAI in the year 2006.

📌 Customer Support Engineer (Haldia)
🏢 Expo Chain u0026 Bearing Stores
📍 Haldia