Service & Product Support Trainee

Job Summary

We are seeking a dedicated Service and Product Support Trainee to provide product and parts assistance, and ensure smooth operation of products at customer sites. The role involves both remote and on-site support (BEL), coordination with internal teams, and ensuring high customer satisfaction.

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Key Responsibilities

Service Support

Provide on-site and remote technical support to customers.

Maintain preventive maintenance and breakdown schedules for on-time billing.

Ensure timely closure of service complaints and the documentation of service complaints.

Product Support

Assign manpower effectively (based on cost & time) for timely closure of issues raised at customer sites or BEL.

Coordinate with the Design, R&D, or Production team for complex issues.

Support product improvements based on field feedback.

Ensure timely dispatch of required items from the factory to resolve issues at customer sites or BEL.

Customer Coordination

Act as the primary point of contact for customers.

Maintain strong relationships with clients.

Ensure quick response and resolution to service requests.

Provide regular updates to customers on issue status.

Regularly follow up with customers for releasing service orders.

Documentation & Reporting

Maintain service reports, installation reports, and logs.

Prepare technical reports and root cause analysis discussions with internal teams.

Track recurring issues and suggest improvements.

Internal Coordination

Work closely with Sales, Operations, and Engineering teams.

Support project site activities as per schedule to ensure timely billing.

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Required Skills

Basic knowledge of Mechanical/Electronics/Electrical systems/Automation (as applicable).

Basic familiarity with products and a wide range of parts used in the HVAC industry.

Good communication and customer-handling skills.

Ability to work independently and travel to customer locations.

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Educational Qualification

ITI/Diploma in Mechanical, Electrical, Electronics, Instrumentation, or a related field.

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Preferred Qualifications

Experience in industrial service or product support roles.

Knowledge of field instruments (e.g., level sensors, pressure sensors, etc.).

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Key Attributes

Customer-focused attitude.

Strong sense of responsibility.

Ability to work under pressure.

Team player with good coordination and communication skills.

Fluent in English and Hindi as required.

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Additional Requirements

Willingness to visit BEL and rigorously follow up with customers.

Flexible working hours when required.

Willingness to stay within a 5 km radius of the company location.