TK Sales Support Engineer-1

About the role

What you will do

Lead and supervise service engineers, technicians, coordinators, and support staff.

Plan and allocate service calls, preventive maintenance, breakdowns, installations, and customer visits.

Monitor service performance against KPIs, SLAs, response time, resolution time, repeat failures, and customer satisfaction.

Handle escalated customer complaints and ensure timely corrective action.

Coordinate with sales, operations, logistics, stores, finance, and technical teams.

Manage warranty claims, service contracts, spare parts, tools, and service-related expenses.

Review technical reports, failure trends, root-cause analysis, and corrective/preventive actions.

Ensure compliance with company policies, safety procedures, statutory requirements, and quality standards.

Maintain accurate service records, equipment history, job cards, reports, and dashboards.

Coordinate with dealers, vendors, OEMs, contractors, and major customers.

Identify training requirements and improve the technical capability of the service team.

Prepare regular reports on service performance, pending complaints, field failures, costs, and customer feedback.

Drive process improvements to reduce downtime, repeat complaints, and operating costs.

Support budgeting, manpower planning, spare-parts planning, and departmental targets.

Travel to customer sites or branches when required.

Typical KPIs:

Spare part revenue targets

Average response and resolution time.

Number of pending and overdue complaints.

Customer satisfaction score.

Spare-parts consumption and service cost

Qualifications and Experience

Bachelor’s degree or diploma in Mechanical, Electrical, Electronics, Refrigeration, or a related technical discipline.

Approximately 5–10 years of experience in technical service, field operations, equipment maintenance, or after-sales support.

At least 2–5 years of experience supervising a service team.

Experience with service management software, CRM, ERP, or ticketing systems.

Strong knowledge of troubleshooting, preventive maintenance, documentation, and customer handling.

Experience in refrigeration, HVAC, reefer equipment, industrial machinery, or similar equipment would be advantageous.

Required Skills

Team leadership and staff coordination.

Technical troubleshooting and root-cause analysis.

Customer-service and complaint-resolution skills.

Planning, prioritisation, and follow-up.

Vendor and dealer management.

Report preparation and data analysis.

Good written and verbal communication.

Working knowledge of MS Excel, ERP, CRM, and service-ticketing systems.

Reporting Structure

Reports to: Head of Service' Service Leader

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.