Designation : Executive/Sr. Executive
Role : Technical Support
Department : Service Department
Location : Gurugram
Total openings : 01

Job Purpose:
To enhance customer satisfaction and overall customer experience by:
• Providing high-quality technical service support to customers.
• Strengthening and continuously improving the service network through effective support to Authorized Service Centers (ASCs)
• Detecting, analyzing, and reporting quality issues at an early stage to prevent recurrence and improve product reliability

Key Responsibilities:

1. Customer Support
• Handle customer inquiries and complaints via phone, email, and CRM systems in a timely and professional manner
• Diagnose technical issues, guide customers through troubleshooting steps, and coordinate repair or replacement processes as required
• Ensure clear and accurate documentation of customer interactions, actions taken, and outcomes in SFDC/CRM


2. Authorized Service Center (ASC) Support & Capability Building
• Provide day-to-day technical guidance and escalation support to ASCs
• Support repair quality by advising on diagnosis, parts usage, repair methods, and service policy interpretation
• Plan and deliver technical training programs (online and offline) to improve ASC capability and service consistency
• Monitor ASC performance and feedback, and propose improvement actions in coordination with the team


3. Quality Issue Monitoring & Reporting
• Monitor field quality trends through CRM/VOC data, repair records, and ASC feedback
• Identify recurring issues and conduct preliminary root-cause analysis (e.g., 5 Why, Fishbone) in coordination with relevant internal teams
• Prepare structured reports and communicate findings to HQ, Factory, and Product teams, including:
o Symptom description, frequency, and affected models/serial ranges
o Supporting evidence such as photos, videos, repair logs, and parts analysis
o Proposed containment and corrective actions, where applicable


4. Customer Experience (CX) Improvement Initiatives
• Propose and execute initiatives to improve service experience, including process improvements, communication, self-support content, and warranty/repair journeys
• Collaborate with internal stakeholders (Sales, Marketing, Logistics, Quality Assurance) to improve end-to-end service flow
• Contribute to the creation and improvement of support content such as FAQs, troubleshooting guides, service policy pages, and training materials


Preferred skillset:
• Experience supporting service networks (dealers, ASCs, or field technicians)
• Experience in musical instruments, audio products, consumer electronics, or electrical/mechanical products
• Hands-on experience in repairing electrical or mechanical products
• Familiarity with CRM tools (Salesforce / SFDC strongly preferred)
• Knowledge of quality tools and methodologies (PDCA, 5 Why, etc.)
• Ability to communicate in local languages (Hindi required; additional regional languages such as Tamil or Bengali are a plus)


Skills & Competencies:
• Customer-first mindset with calm, solution-oriented problem-solving ability
• Strong written and verbal communication skills with effective stakeholder management
• Analytical thinking, including trend identification and structured root-cause hypothesis building
• Training and coaching capability, with the ability to explain technical topics clearly to ASC technicians
• Strong process discipline with accurate CRM logging and attention to detail
• Collaborative approach with a sense of ownership and ability to drive tasks to closure
• Basic understanding of troubleshooting processes and service operations


Experience:
3–5+ years of experience in customer support or technical support (manufacturing or consumer electronics experience preferred)

Qualification:
Bachelor’s degree in Engineering or a related technical discipline

Bachelor’s degree in Engineering or a related technical discipline