The Service Technician / Field Coach will provide real-time technical assistance to field technicians and customers through video calls (VC),

ensuring accurate diagnosis, effective troubleshooting, and timely resolution of service-related issues. The role will act as a bridge between the field team, customers, and the technical support function to improve first-time resolution, service quality, and customer satisfaction while minimizing repeat visits and unnecessary escalations.

1. Key Responsibilities

A. Remote Technical Support
- Provide real-time technical assistance to field technicians and

customers through video calls, voice calls, and other digital communication
- Guide field technicians step-by-step through installation,

servicing, repair, maintenance, and troubleshooting activities.
- Assist customers in identifying and resolving basic technical issues

remotely wherever feasible.
- Diagnose issues using live video, photographs, device information,

troubleshooting tools, and technical documentation.
- Ensure technicians follow the prescribed service procedures,

technical guidelines, and safety standards.
- Escalate complex or unresolved technical issues to the relevant

technical or engineering team. B. Customer Experience & Service Resolution
- Communicate professionally with customers during remote

video-assisted troubleshooting sessions.
- Explain technical issues and corrective actions in straightforward,

customer-friendly language.
- Help resolve customer complaints related to service, installation,

and product functionality.
- Ensure customer confirmation of issue resolution wherever




- Maintain a customer-centric approach while ensuring adherence to

service policies and technical standards. C. Service Quality & Performance Monitoring
- Monitor service cases for resolution quality, turnaround time, and

adherence to defined processes.
- Track repeat service visits, first-time fix rates, remote resolution

rates, and pending cases.
- Analyze recurring technical issues and share feedback with the

operations and technical teams.
- Ensure timely follow-up on unresolved cases until closure.

D. Process Compliance & Reporting
- Maintain accurate service logs, case notes, and technical

documentation in the designated CRM or service management system.
- Follow defined escalation matrices, service-level agreements (SLAs),

and customer communication protocols.
- Prepare periodic reports on support volumes, resolution rates,

technician performance, and key technical issues.
- Recommend process improvements to enhance productivity, reduce

service costs, and improve customer satisfaction.
1. Required Skills & Competencies

- Good technical troubleshooting and problem solving skills.
- Strong verbal communication and customer handling abilities.
- Ability to guide technicians and customers remotely through video
- Good coaching, mentoring, and knowledge-transfer skills.
- Ability to understand technical issues through live video

demonstrations and verbal descriptions.
- Familiarity with smartphones, video-calling applications, CRM tools,

and service management systems.
- Strong coordination, follow-up, and escalation management skills.
- Ability to manage multiple cases simultaneously while maintaining

service quality Call / Watsapp lakshmi - (phone hidden)

📌 Service Technician / Field Coach - Remote Technical Support (Mumbai)
🏢 ParadigmIT Technology Services
📍 Mumbai