JOB DESCRIPTION

Technical Support Executive

Department: A & R

Position: Technical Support Executive

Job Location: Jodhpur

Reporting To: Zonal Technical Manager

1. Job Purpose

To provide technical support to customers, dealers, and service centers for our company products, ensuring timely complaint resolution, effective service coordination, and high customer satisfaction.

2. Key Responsibilities

- Handle customer technical queries and pump-related complaints through calls and other communication channels.

- Provide basic troubleshooting support for pumps, motors, starters, control panels, and related products.

- Register, allocate, monitor, and follow up on customer complaints through the company’s service management system.

- Coordinate with Technical Service Executives (TSEs), authorised service centres, dealers, and branch teams for timely complaint resolution.

- Monitor complaint status, pending calls, turnaround time (TAT), and service closure.

- Ensure accurate complaint remarks, service reports, warranty details, and customer information are updated in the system.

- Follow up on pending complaints and escalate critical technical issues to the concerned team.

- Support warranty claim processing, service documentation, and customer feedback collection.

- Maintain daily and monthly reports on complaint handling, pending cases, and service performance.

- Ensure professional communication and maintain high standards of customer service.

3. Educational Qualification

- Diploma or Bachelor’s Degree in Electrical, Mechanical,



or Electronics Engineering preferred.

4. Experience

- Candidates with 1–3 years of experience in technical support, after-sales service, or pump/motor(borewell and openwell submersible and Monobloc) service.

- Experience in the V4,V6,V8, Monobloc pump, motor, electrical, or engineering industry will be an added advantage.

5. Required Skills

- Basic knowledge of pumps, motors, and electrical systems.

- Positive telephone communication and customer-handling skills.

- Basic computer knowledge, including MS Excel, email, and data entry.

- Ability to coordinate with multiple teams and follow up on pending complaints.

- Strong problem-solving, documentation, and time-management skills.

- Knowledge of SAP,CRM, DMS, or service management software is an advantage.

- Ability to work under pressure and meet service turnaround targets.

6. Key Performance Indicators (KPIs)

- Timely complaint registration and allocation.

- Complaint closure within the defined TAT.

- Reduction in pending and overdue complaints.

- Accuracy of service records and complaint remarks.

- Timely follow-up and escalation of unresolved cases.

- Customer satisfaction and service quality.

- Spares and Winding wires sales target achivement.

7. Preferred Candidate Profile

A customer-focused, technically inclined, and responsible individual who can coordinate effectively with customers, dealers, service centers, and internal teams to ensure prompt and reliable after-sales support

Pay: Up to ₹500,000.00 per year

Work Location: In person

📌 Technical Support Executive (Jodhpur)
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