Integrated DNA Technologies (IDT) is looking for a Senior Customer Support Engineer to deliver technical service support directly to clients in Mumbai, Maharashtra. In this role, you'll be responsible for installing and maintaining instruments, providing training, and ensuring a high standard of customer satisfaction.
What You'll Do
- Install and maintain instruments, providing basic operation training during installation.
- Ensure preventive maintenance planning and modifications are performed in a timely manner.
- Seek timely support for difficult product issues to avoid unnecessary downtime.
- Maintain recommended spare parts for all product ranges.
- Maintain excellent customer relationships with directly assigned accounts by adhering to field service policies and standards.
What We're Looking For
- Engineering Graduate with a B.E./B.Tech. Degree.
- 3 to 5 years of working experience in a relevant field with exposure to technical customer services in the IVD industry.
- Advanced technical competency in one of the product lines in IVD.
- Adequate skills to consultatively help & support technical troubleshooting along with other functions.
- Ability to drive corrective and preventive actions to improve service delivery based on customer feedback.
Nice to Have
- Previous experience in technical field services of IVD products (hardware & software) with advanced technical skills in one product line.
- Experience generating service revenue.
- Experience using Customer Relationship Management (CRM) software for call handling and closure.
Team & Environment
You will be part of the West Service Team, reporting to the State Service Manager for the Maharashtra region.
Work Mode
This is a remote position based in Mumbai, Maharashtra.
At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.
