- Receive and record assigned customer service requests and complaints, ensuring all relevant details are properly documented.
- Communicate with customers to understand service requirements, clarify issues, provide updates, and coordinate service activities professionally.
- Review assigned complaints to understand the nature, urgency, and technical requirements of the issue and report significant concerns to the Lead.
- Coordinate with regional teams and the Lead for service request approval, scheduling, and assignment of service activities.
- Perform initial troubleshooting remotely through video calls, phone calls, or other digital communication methods wherever feasible.
- Verify equipment warranty status and support determination of warranty or chargeable service requirements as per company guidelines.
- Check AMC applicability for equipment not under warranty and coordinate with the Lead for further service action.
- Carry out assigned onsite service, troubleshooting, repair, inspection, installation, and commissioning activities as required.
- Coordinate with internal technical/engineering teams for technical support, modifications, and resolution of complex customer issues.
- Coordinate with Inside Sales for spare-parts requirements, quotations, customer communication, and follow-up.

11.Coordinate with SCM for availability and timely arrangement of required spare parts, materials, and components.
- Monitor equipment condition and performance during service activities and identify preventive maintenance or spare-parts replacement requirements.




- Support installation, commissioning, machine trials, demonstrations, and customer training on safe and effective equipment operation.
- Conduct functional and safety checks before and after service activities, as applicable, and ensure compliance with service procedures.
- Complete assigned service activities within agreed timelines and follow up on pending actions, corrective measures, and customer requirements.
- Prepare accurate service reports covering customer complaints, findings, troubleshooting performed, root cause, service actions, spare parts used, and final resolution.
- Participate in customer closing meetings and support preparation of MoM, action points, and customer feedback records.
- Record and follow up on service issues, corrective actions, repeat failures, and pending complaints, and escalate unresolved or critical issues to the Lead.
- Maintain accurate service records, customer communication, service reports, and technical documentation in the ERP/service system and MS Office.
- Coordinate effectively with Customers, Regional Teams, Engineering, Inside Sales, SCM, Production, Quality, and other functions for timely service resolution.
- Maintain skilled communication and behaviour while handling customer concerns, complaints, and service-related issues, including escalations.
- Support the Lead in monitoring service status, customer feedback, pending complaints, spare-parts requirements, and service performance.

Role & responsibilities

Preferred candidate profile

📌 Lead Engineer - Customer Support (Bengaluru)
🏢 Dopag India
📍 Bengaluru