Job Description – Customer Support Executive

Department: Customer Support

Reporting: Dy Manager - Production

Industry: Medical Devices

Job Purpose

To ensure prompt and effective customer support by managing purchase orders, complaints, coordinating service activities, maintaining documentation, and driving timely closure of customer issues.

Key Responsibilities
- Receive, register and accurately document customer purchase order, complaints and service requests.
- Coordinate with customers, dealers, service engineers and internal teams for resolution.
- Assign and track service requests, engineer visits, spare requirements and repair status.
- Monitor complaint TAT, pending cases and overdue complaints and ensure timely follow-up.
- Escalate critical issues to Service/QA/RA.
- Maintain complaint records, service status and closure documentation.
- Provide service and spare quotations.
- Coordinate with Stores/Purchase for spare availability and dispatch.




- Prepare weekly/monthly customer support MIS and identify recurring issues.
- Collect customer feedback and support improvement initiatives.
- Ensure no complaint remains unattended and maintain explicit communication with stakeholders.

Qualification & Experience
- Graduate in any discipline
- 1–3 years’ experience in customer support/service coordination;
- Medical-device experience preferred but not mandatory.

Skills
- Excellent communication and customer-handling skills.
- Strong coordination, follow-up and ownership.
- Willing to learn new product and system
- MS Excel and documentation skills.
- Ability to manage multiple priorities with urgency.

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits:
- Health insurance
- Provident Fund

Work Location: In person

📌 Customer Support Executive (Navi Mumbai)
🏢 Eclipse Prism Medical Devices
📍 Navi Mumbai