Position: Electrical Engineer - After Sales & Technical Support

Department : After Sales / Technical Support Location : Morbi Employment Type : Full-Time Reporting To : After Sales Manager / General Manager

About the Role

Key ResponsibilitiesCustomer Query & Complaint Management

- Handle customer queries related to electrical and technical products.
- Receive, understand, and resolve customer complaints professionally.
- Act as the primary technical point of contact for customers after product sales.
- Maintain proper records of customer complaints, queries, and resolutions.
- Ensure timely follow-up with customers until the issue is completely resolved.

Technical Support & Troubleshooting

- Diagnose and troubleshoot electrical and technical product-related issues.
- Understand product functionality, installation requirements, and technical specifications.
- Identify the root cause of technical complaints and recommend appropriate solutions.
- Coordinate with the internal technical and product teams for complex issues.

After-Sales Coordination

- Coordinate with service engineers, technicians, sales teams, and customers for service requirements.
- Schedule and monitor service visits wherever required.
- Track open complaints and ensure timely closure.
- Coordinate for product replacement, repair, warranty, and service-related cases as per company policy.
- Ensure proper communication between customers and internal departments.

Documentation & Reporting

- Maintain complaint and service records in the required system or format.
- Prepare daily/weekly/monthly after-sales reports.
- Track complaint status, pending cases, resolution time, and customer feedback.
- Prepare technical reports and escalate recurring product issues to the management.
- Maintain proper documentation of warranty and service cases.

Internal Coordination & Product Feedback





- Coordinate with the Sales, Product, Purchase, Production, and Technical Teams for customer-related issues.
- Share customer feedback and recurring technical concerns with the concerned departments.
- Support the company in improving product quality and customer service processes.
- Assist in preparing technical FAQs, troubleshooting guides, and service procedures.

Required Skills & Competencies

- Strong knowledge of Electrical Engineering and basic electrical systems .
- Good understanding of electrical products, wiring, circuits, and troubleshooting.
- Excellent customer handling and communication skills.
- Strong problem-solving and analytical ability.
- Good follow-up and coordination skills.
- Ability to manage multiple customer complaints simultaneously.
- Positive documentation and reporting skills.
- Customer-oriented and service-focused approach.

Qualification

- Diploma / Bachelor's Degree in Electrical Engineering or Electrical & Electronics Engineering.

Experience

- 1-3 years of experience in After Sales, Technical Support, Customer Service, or Electrical Engineering. :

- Experience in electrical products, hospitality products, hotel electronics, or technical product support will be an added advantage.

Key Performance Indicators (KPIs)

- Customer complaint resolution time.
- Percentage of complaints closed within the defined TAT.
- Customer satisfaction and feedback.
- Number of pending/open complaints.
- Effective coordination with service and internal teams.
- Accuracy of after-sales documentation and reporting.

We are looking for a technically strong, responsible, and customer-focused professional who can take ownership of customer issues and ensure a smooth and professional after-sales experience for every Basalt customer.

Pay: ₹20,000.00 - ₹40,000.00 per month

Benefits :

- Commuter assistance
- Paid sick time
- Paid time off

Work Location: In person

📌 Sales Associate (Morbi)
🏢 Basalt
📍 Morbi