Customer Support Executive

Here is a professional Job Description for Technical Customer Support in a Food Making / Food Processing Equipment Manufacturing Unit:

Job Title: Technical Customer Support Executive

Industry: Food Processing / Food Making Machine Manufacturing

Location: [Najafgarh / Dwarka]

Department: Service / Technical Support

Job Summary:

We are seeking a skilled and customer-focused Technical Customer Support Executive to provide technical assistance and after-sales support for food making machines such as ovens, mixers, fryers, refrigeration units, and automated food processing equipment. The candidate will be responsible for troubleshooting, guiding clients, resolving complaints, and coordinating with service engineers.

Key Responsibilities:

·      Provide technical support to customers via phone, email, and WhatsApp.

·      Assist customers in installation guidance and machine operation.

·      Troubleshoot mechanical, electrical, and refrigeration-related issues remotely.

·      Coordinate with field service engineers for onsite service requirements.

·      Maintain service call records and update CRM/service register.

·      Follow up with customers for complaint resolution and feedback.

·      Support clients with spare parts identification and ordering.

·      Provide basic training to customers on machine usage and maintenance.

·      Escalate complex technical issues to the production/R&D team.

·      Ensure customer satisfaction and maintain long-term relationships.

Required Skills & Qualifications:

·      Diploma / ITI / B.Tech in Mechanical / Electrical / Refrigeration.

·      2–5 years experience in food processing or kitchen equipment manufacturing.

·      Strong knowledge of food making machines (Oven, Fryer, Mixer, Ice Cream Machine, etc.).

·      Basic understanding of electrical wiring & troubleshooting.

·      Good communication skills in Hindi & English.

·      Customer-handling and problem-solving skills.

·      Knowledge of MS Excel & service documentation.

Preferred Skills:

·      Experience in Commercial Kitchen Equipment Industry.

·      Knowledge of HoReCa segment support.

·      Familiarity with CRM software.

·      Ability to read technical drawings/manuals.

Key Performance Indicators (KPI):

·      Complaint resolution time

·      Customer satisfaction score

·      Repeat complaint reduction

·      Service response time

·      Spare parts conversion ratio

Salary Range:

₹18,000 – ₹30,000 per month (Based on experience)

If you want, I can also provide:

·      Hindi version

·      Short version for job portals

·      Senior level JD

·      Field Technical Support JD

·      Email format for hiring post

Let me know your requirement.