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.
Hotel/ Ticket booking, Tour expense tracking and verification of field engineers.

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.
Robust 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

Perks:
Health insurance
Provident Fund

Work Location: In person

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