After Sales Service Support - Gurugram, India - Pathways Consultants
Description
Job Overview: As an After Sales Support , you will play a critical role in ensuring customer satisfaction and maintaining the performance of mechanical equipment or machinery post-sale. Your responsibilities will primarily revolve around providing technical assistance, troubleshooting, and overseeing repair and maintenance activities. This role requires a strong understanding of mechanical systems, excellent problem-solving skills, and effective communication abilities to address customer inquiries and concerns promptly and efficiently.
Key Responsibilities:
Technical Assistance: Provide expert technical support to customers regarding the operation, maintenance, and troubleshooting of mechanical equipment or machinery.
Troubleshooting: Diagnose and resolve mechanical issues reported by customers, utilizing analytical skills and knowledge of mechanical systems.
Repair and Maintenance: Coordinate and oversee repair and maintenance activities, either internally or through third-party service providers, ensuring timely and effective resolution of issues.
Customer Communication: Maintain regular communication with customers to address inquiries, provide updates on service requests, and ensure their satisfaction with after-sales support.
Documentation: Maintain accurate records of service requests, troubleshooting processes, and solutions provided, ensuring comprehensive documentation for future reference.
Training: Conduct training sessions for customers or internal staff to enhance their understanding of mechanical systems, troubleshooting techniques, and maintenance best practices.
Continuous Improvement: Identify opportunities for product or service improvements based on customer feedback and service performance data, collaborating with relevant teams to implement enhancements.
Quality Assurance: Ensure that all after-sales support activities adhere to quality standards, safety regulations, and company policies.
Qualifications and Skills:
o Bachelor's degree in Mechanical Engineering or a related field.
o Proven experience in a technical support or engineering role, preferably in after-sales support within the mechanical industry.
o Strong understanding of mechanical systems, components, and troubleshooting techniques.
o Excellent problem-solving skills and ability to analyze complex technical issues.
o Effective communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.
o Customer-focused mindset with a commitment to delivering high-quality service.
o Proficiency in relevant software tools and applications for documentation and communication.
o Ability to work independently as well as collaboratively within a team environment.
o Strong organizational skills and attention to detail.
Willingness to travel occasionally for on-site support or training sessions.