Customer Support Engineer

Job Description Position : Service Engineer / Senior Service Engineer

Location : Pune / Mumbai (preferred)

Industry- Automation / Industrial Machinery

Function : Service engineering / Technical engineer /

Role Overview :

We are seeking a qualified Service Engineer with strong technical expertise in automatic soap wrapping packaging machines to join our customer service and aftersales team. The role involves regular customer visits for installation & commissioning (I&C) of new machines, breakdown support, troubleshooting, and preventive service activities to ensure optimal machine performance.

The Service Engineer will play a critical role in enhancing customer satisfaction and loyalty through proactive service support, while also driving after sales growth by identifying opportunities for spares and service business through monthly machine audit programs.

Key Responsibilities :

Perform installation & commissioning (I&C) of new packaging machines at customer sites.

Attend to breakdown complaints promptly, ensuring minimum downtime and smooth machine operations

Diagnose and troubleshoot mechanical, electrical, and automation issues in packaging machines

Deliver preemptive and preventive customer service to enhance machine reliability and performance

Conduct regular machine audits to assess condition, identify risks, and propose upgrades / solutions

Generate opportunities for aftersales business through spares, services, and service level agreements (SLA)

Prepare accurate service reports and maintain detailed documentation of all customer interactions

Train customer operators and maintenance staA on machine operation and best practices

Ensure compliance with company policies, standards & safety protocols at all times

Qualifications & Requirements :

Bachelor’s Degree / Diploma in Mechatronics or Mechanical Engineering

8-10 years of experience in technical services of packaging machinery, preferably in soap wrapping machines

Strong knowledge of mechatronics systems, mechanical assemblies, and automation controls

Hands-on experience in troubleshooting electro-mechanical faults and executing preventive maintenance

Customer-focused mindset with excellent communication and problem-solving skills

Ability to work independently, travel extensively, and handle service assignments at customer sites

Proficiency in MS OAice and technical reporting. CRM knowledge would be desirable

Key Competencies :

Technical expertise in packaging machinery service & support

Strong analytical and troubleshooting abilities

Commitment to customer satisfaction and proactive service

Ability to identify business opportunities in aftersales

High adaptability and willingness to travel