Job DescriptionPosition

Technical Support Executive – Audit, Training & Complaints

Company

Hommlie – ADML Techno Services Pvt. Ltd.

Location

Bangalore, Karnataka

Department

Operations / Service Quality

Employment Type

Full-Time

Role Overview

We are looking for a responsible and detail-oriented Technical Support Executive – Audit, Training & Complaints to ensure service quality, SOP compliance, technician performance, and customer satisfaction.

The role will involve conducting service audits, training technicians, handling customer complaints, identifying operational gaps, coordinating with field and backend teams, and ensuring timely closure of service-related issues.

The ideal candidate should have good communication skills, solid problem-solving ability, attention to detail, and the ability to coordinate effectively with technicians, operations teams, and customers.

Key Responsibilities1. Service Quality & Audits

- Conduct regular service quality audits to ensure compliance with company SOPs.
- Review technician performance, service procedures, customer handling, and documentation.
- Identify deviations, service gaps, and process-level issues.
- Prepare detailed audit reports and share findings with the operations team.
- Track corrective actions and ensure timely closure of audit observations.

2. Technician Training
- Conduct training and refresher sessions for technicians.
- Train technicians on:
- Service procedures
- Product and chemical usage
- Safety guidelines
- Equipment handling
- Customer communication and behaviour
- SOP compliance
- Identify individual training requirements based on audit findings and customer complaints.
- Maintain training records and track technician improvement.

3. Customer Complaints Management
- Receive, analyse,



and coordinate resolution of customer complaints.
- Understand the root cause of complaints and coordinate with the operations/field team for resolution.
- Follow up with concerned teams and technicians until the complaint is properly closed.
- Ensure customers receive timely updates and appropriate resolution.
- Maintain complaint records and prepare regular complaint reports.

4. Field & Site Inspections
- Conduct field/site inspections whenever required.
- Verify service quality, technician behaviour, safety practices, equipment usage, and SOP adherence.
- Document observations through reports, photographs, and inspection records where applicable.
- Recommend corrective actions for identified issues.

5. Coordination & Issue Resolution
- Coordinate closely with backend, operations, technicians, and ground teams.
- Escalate critical service issues to the appropriate management team.
- Ensure issues are assigned, followed up, and closed within the defined timeline.
- Maintain proper communication between customers and internal teams.

6. Continuous Improvement
- Analyse recurring complaints, audit observations, and service failures.
- Identify common operational gaps and recommend preventive actions.
- Support the operations team in improving service processes and customer experience.
- Contribute to improving SOPs, training material, and quality-check processes.

Required Skills




- Good verbal and written communication skills.
- Strong customer-handling and complaint-resolution skills.
- Good analytical and problem-solving ability.
- Strong observation and auditing skills.
- Ability to conduct technician training.
- Good coordination and follow-up skills.
- Ability to prepare reports and maintain records.
- Comfortable with field/site visits whenever required.
- Basic knowledge of MS Excel / Google Sheets.
- Ability to work with multiple teams and handle time-sensitive issues.

Preferred Experience
- 1–3 years of experience in technical support, service quality, field operations, customer support, audit, facility management, pest control, or a similar service-based industry.
- Experience in technician/field-team coordination will be an advantage.
- Candidates with experience in service quality audits, complaint management, technician training, or facility/pest-control operations will be preferred.

Key Performance Indicators (KPIs)

Performance will be evaluated based on:

- Service audit compliance percentage
- SOP adherence
- Complaint resolution and closure time
- Repeat complaint rate
- Technician training completion
- Technician performance improvement
- Audit observation closure rate
- Customer satisfaction
- Field inspection completion
- Corrective action implementation

Additional Requirements
- Willingness to travel for field/site inspections when required.
- Comfortable working with technicians and ground-level operations teams.
- Ability to handle customer escalations professionally.
- Strong ownership and follow-up until issue closure.

Pay: ₹10,805.64 - ₹25,000.00 per month

Benefits

- Health insurance

Work Location: In person

📌 Technical Support Executive – Audit, Training & Complaints (Bengaluru)
🏢 ADML Technoservices
📍 Bengaluru