Support Technician — Home Services (Bankura, Full-time)

Job Description

Job Description — Support Technician (PineFix, Pinecrest Real Estate Pvt. Ltd.)

Position title : Support Technician — Home & Field Services

Location : Bankura, West Bengal (field deployment across designated service territory in West Bengal)

Employment type : Full-time

Reports to : Service Supervisor / Field Operations Manager (PineFix)

Shift : Day shifts with possible weekend or rotational duty; occasional emergency call-outs as required

Role summary

PineFix seeks motivated Support Technicians to deliver high-quality, on-site repair, installation, maintenance and preventive services to residential clients. The role emphasizes practical problem-solving across multiple trades (appliances, electrical, plumbing, basic HVAC, carpentry and civil touch-up), excellent customer-facing behavior, adherence to safety and company SOPs, and accurate digital reporting through the PineFix mobile service application. Candidates will complete a short paid training program before field deployment.

Core responsibilities

Execute on-site diagnostics, repair, installation and preventive maintenance tasks for residential systems and appliances (refrigerators, water heaters, fans, basic split AC maintenance tasks, domestic electrical faults, plumbing leaks, doors / windows / fixtures, minor carpentry and finishing).

Perform systematic troubleshooting : isolate faults, determine corrective action, and communicate clear repair estimates to supervisors and customers.

Complete service visits end-to-end : travel to customer location, diagnose issue, obtain required spare / parts approval, complete repair, test for functionality, and obtain customer sign-off.

Maintain accurate, timely electronic service logs, parts used, time spent, materials consumed and digital invoices using the PineFix mobile app.

Escalate complex technical problems or safety-critical issues immediately to the Service Supervisor.

Follow and enforce safety protocols—use PPE, follow lockout / tag out (where relevant), and adhere to on-site safety checklists.

Represent PineFix professionally : arrive in uniform, carry identification, communicate politely and clearly, respect customer property and privacy.

Participate in routine team briefings, weekly skills-refresh sessions and periodic field audits.

Contribute to continuous improvement by providing feedback on common failure modes, parts quality, and tool / equipment needs.

Be available for occasional emergency support (rotational), as business needs dictate.

Day-to-day activities (typical)

Morning team brief / route assignment and materials issue.

Travel to 6–12 assigned service calls (route dependent) using company-provided or personal two-wheeler.

Perform diagnostics, complete repairs, record job details and invoice via mobile app.

Return to depot / warehouse for spare parts requisition or afternoon handover.

End-of-day reporting and tool / PPE checks.

Performance indicators

First-time fix rate (percentage of jobs fixed on first visit).

Customer satisfaction score (post-service feedback).

Average time per job and adherence to schedule.

Compliance with safety checks and reporting accuracy.

Attendance, punctuality and adherence to company SOPs.

Working conditions & equipment

On-field work with exposure to indoor and outdoor residential conditions; may involve climbing small ladders, working in confined spaces, or handling heavy components with team assistance.

Requires regular use of hand tools and light power tools, basic diagnostic meters, and a smartphone with the PineFix app.

PPE, uniform, and basic tool kit provided by company.

Training includes classroom / module sessions and supervised practical labs; a short refundable training deposit may apply (policy clarified at offer stage).

Requirements

Minimum education & certification

ITI / Trade Certificate / Diploma in Electrical, Mechanical, Electronics, Plumbing or related trade preferred; OR Higher Secondary (10+2) with demonstrable technical aptitude and hands-on repair experience.

Valid two-wheeler driving license is mandatory. Four-wheeler license desirable for some territories.

Basic smartphone proficiency (Android) — installing apps, using camera, basic data entry.

Experience

Freshers with trade certificates are encouraged; 0–3 years’ hands-on experience in appliance service, field maintenance, or home service roles is ideal. Candidates with experience in service centers, facility maintenance, or technician roles will be preferred.

Technical skills (required)

Practical troubleshooting across electrical circuits, domestic plumbing faults, and common appliance failures.

Competence with hand tools (screwdrivers, pliers, wrenches), multimeter / basic electrical testers, and safe handling of small power tools.

Basic wiring knowledge (mains-level awareness, connector types, earthing basics) — able to identify and rectify simple wiring faults safely.

Understanding of mechanical components (fans, motors, bearings) and simple mechanical adjustments.

Ability to follow technical checklists, service manuals and schematic diagrams at a basic level.

Accurate parts identification, inventory handling and basic invoice / report entry via the mobile app.

Soft skills (required)

Clear verbal communication in Bengali and working knowledge of Hindi / English for customer interaction and reporting.

Customer service orientation : courteous, patient, professional attitude; able to explain repairs in simple terms.

Problem-solving mindset, resourcefulness, and calmness under pressure.

Team-player attitude, reliability, punctuality and willingness to learn.

Basic numeracy for measurements, parts counts and invoicing.

Physical & other requirements

Physically fit : able to climb ladders, lift items up to company-prescribed safe weight limit (team assistance provided for heavier loads).

Willingness to travel daily within assigned service territory; occasional overnight stays in rare cases (company-approved).

Willingness to undergo background verification and provide relevant ID documents.

Agree to training terms (refundable deposit if applicable) and commit to the minimum service period as per company policy (e.g., 6 months) if training deposit is taken.

Assessment & screening

Short online pre-screening questionnaire and a scored technical assessment (MCQs + scenario-based).

Telephonic screening for communication and availability.

Hands-on practical test (on-site or at depot) demonstrating troubleshooting, safe tool use, and customer interaction simulation.

Reference checks for experienced candidates.

Preferred (nice-to-have)

Experience with basic HVAC split unit servicing (filters, condensate lines, simple troubleshooting).

Prior exposure to field-service mobile apps, digital invoicing or ERP modules.

Vocational training involvement or prior placements from ITI / polytechnic.

Motorcycle ownership and familiarity with local geography will be desirable.

Benefits

Benefits — Compensation, Allowances, Career & Welfare

Compensation structure

Competitive base salary : specified at offer (example bracket : ₹7,000 – ₹15,000 p.m. depending on experience & locality).

Performance-linked incentives tied to KPIs such as first-time fix, customer feedback, and productivity. Incentive payout frequency : monthly.

Allowances & reimbursements

Travel allowance / fuel reimbursement for field travel (company policy; may be per-km or fixed allowance).

Daily / weekly out-of-pocket expenses guideline for parts acquisition (where applicable) and petty cash reconciliation.

Mobile reimbursement or company SIM / data pack if needed for business use.

Training, certification & career development

Paid initial training program (technical modules + customer handling + safety) — certificate on completion. Training deposit refunded / adjusted subject to completion and minimum service tenure.

On-the-job mentoring from senior technicians and periodic refresher workshops.

Access to PineFix Academy for advanced skill programs and cross-skill certifications (electrical, plumbing, appliance-specific).

Clear career ladder : Technician I → Technician II → Senior Technician → Field Supervisor → Service Manager (based on performance and certifications).

Work-life & leave

Statutory benefits as per applicable Indian labour laws (Provident Fund, ESI where applicable, paid leaves, sick leaves).

Probation period as per offer letter (commonly 3 months) with regular reviews.

Casual leave, sick leave and earned leave policy per company handbook. Flexible scheduling for emergency personal situations (subject to manager approval).

Tools, uniform & safety

Company-provided uniform, ID card, and basic PPE (gloves, helmet if required, masks, safety shoes where applicable).

Basic tool kit supplied; access to depot for spare parts, specialist tools and technical support.

Regular safety training and adherence to standardized safe working procedures.

Insurance & health

Group accidental insurance and / or group health coverage as per company policy (details in offer letter).

Access to company-supported medical referrals for on-duty incidents.

Recognition & rewards

Monthly / quarterly recognition for high performers (cash awards, certificates, public recognition).

Referral bonus program for employees who bring in successful hires.

Spot awards for exceptional customer feedback or safety-first behaviour.

Other perks

Opportunity to work with a technology-driven startup focused on sustainability and skill development.

Certification and badges on internal platform to build a public-facing skills profile.

Chance for relocation consideration and higher pay grades for technicians who upskill or take leadership training.

Requirements

Technical skills (required) Practical troubleshooting across electrical circuits, domestic plumbing faults, and common appliance failures. Competence with hand tools (screwdrivers, pliers, wrenches), multimeter / basic electrical testers, and safe handling of small power tools. Basic wiring knowledge (mains-level awareness, connector types, earthing basics) — able to identify and rectify simple wiring faults safely. Understanding of mechanical components (fans, motors, bearings) and simple mechanical adjustments. Ability to follow technical checklists, service manuals and schematic diagrams at a basic level. Accurate parts identification, inventory handling and basic invoice / report entry via the mobile app. Soft skills (required) Clear verbal communication in Bengali and working knowledge of Hindi / English for customer interaction and reporting. Customer service orientation : courteous, patient, professional attitude; able to explain repairs in simple terms. Problem-solving mindset, resourcefulness, and calmness under pressure. Team-player attitude, reliability, punctuality and willingness to learn. Basic numeracy for measurements, parts counts and invoicing.