Technical Support & Service Executive

# JOB DESCRIPTION

## Designation: Technical Support & Service Executive

### Position Details

* **Designation:** Technical Support & Service Executive

* **Department:** Technical Support & Service

* **Salary:** ₹15,000 – ₹18,000 per month

* **Job Type:** Full-Time

* **Job Nature:** 100% Field Job

* **Location:** As per company requirements / Customer Sites

* **Qualification:** Minimum 10th Pass / ITI

* **Experience:** Hands-on experience with CNC & VMC machines is mandatory

### Job Summary

We are looking for a **Technical Support & Service Executive** who will be responsible for providing technical support at customer locations, conducting trials of our **Industrial Lubricants / Metal Working Fluids** on CNC and VMC machines, monitoring product performance, identifying cross-selling opportunities, and ensuring successful product implementation.

The candidate must have practical, hands-on knowledge of **CNC & VMC machine operations** and should be comfortable working at industrial/customer sites. The role also requires the ability to understand customer requirements and identify opportunities to recommend additional suitable products.

### Key Responsibilities

#### 1. Product Trials & Application Support

* Conduct field trials of company **Industrial Lubricants / Metal Working Fluids** on CNC and VMC machines.

* Understand customer machining processes and recommend suitable lubricant/cutting-fluid applications.

* Prepare and conduct product trials as per technical requirements.

* Monitor lubricant performance during machining operations.

* Check parameters such as tool life, surface finish, cooling, lubrication, corrosion protection and overall machining performance.

* Record trial results and prepare trial reports.

* Identify additional product requirements based on the customer’s machining processes and operating conditions.

#### 2. Customer Technical Support

* Visit customer factories and provide on-site technical support.

* Understand customer complaints related to lubricants/cutting fluids and provide suitable solutions.

* Coordinate with the Sales Team for technical requirements and customer trials.

* Provide product usage and application guidance to machine operators and customers.

* Conduct follow-up visits after trials to evaluate product performance.

* Build strong customer relationships and identify opportunities for repeat business and additional product requirements.

#### 3. Cross-Selling & Business Development Support

* Identify cross-selling opportunities during customer visits, technical discussions and product trials.

* Understand the customer’s requirements for related products such as industrial lubricants, metalworking fluids, cutting fluids, cleaners, rust preventives and other maintenance products.

* Recommend suitable additional products based on the customer’s machines, applications and production processes.

* Share qualified leads and cross-selling opportunities with the Sales Team.

* Support the Sales Team in product demonstrations, technical discussions and customer presentations.

* Follow up on product recommendations and assist in converting opportunities into orders.

* Maintain records of customer requirements, potential products and future business opportunities.

* Ensure that cross-selling recommendations are technically suitable and aligned with customer needs.

#### 4. CNC & VMC Machine Support

* Work closely with customers operating **CNC and VMC machines**.

* Understand basic machining operations, cutting parameters and coolant/lubricant requirements.

* Observe machining conditions and identify potential lubricant-related issues.

* Support customers in maintaining proper concentration, application and usage of water-soluble cutting fluids wherever applicable.

* Identify opportunities to recommend complementary products for improved machine performance, maintenance and production efficiency.

#### 5. Reporting & Documentation

* Maintain daily field visit reports.

* Maintain records of customer trials and product performance.

* Submit trial reports, customer feedback and technical observations to management.

* Maintain proper records of customer complaints and their resolution.

* Record cross-selling opportunities, customer requirements and sales leads.

* Share regular updates with the Sales/Technical Team.

### Required Skills

* **Hands-on experience with CNC & VMC machines is mandatory.**

* Basic knowledge of machining operations.

* Understanding of cutting tools and machining processes.

* Basic knowledge of industrial lubricants/cutting fluids will be an advantage.

* Good troubleshooting and problem-solving ability.

* Good communication and customer-handling skills.

* Ability to identify customer needs and recommend suitable products.

* Basic sales and cross-selling skills.

* Willingness to travel extensively for customer visits and trials.

* Ability to work independently at customer locations.

* Basic reporting/documentation skills.

### Preferred Candidate Profile

* 10th Pass / ITI in **Machinist, Fitter, Mechanical or related trade**.

* Candidates with practical experience working on CNC/VMC machines will be preferred.

* Candidates from **CNC machining, machine tools, cutting tools, coolant, lubricant or industrial manufacturing** backgrounds are preferred.

* Candidates with customer-facing, technical sales or application-support experience will be preferred.

* Must be comfortable with a **complete field-based role**.

* Should have a customer-oriented approach and the ability to identify additional business opportunities.

### Key Performance Indicators (KPI)

* Number of customer trials conducted.

* Successful conversion of trials into regular business.

* Number and value of qualified cross-selling opportunities identified.

* Conversion of cross-selling opportunities into orders.

* Customer complaints resolved within defined timelines.

* Trial report submission and documentation.

* Customer satisfaction.

* Technical support response time.

* Product performance improvement at customer sites.

* Regularity and effectiveness of field visits.

* Quality of customer leads and business opportunities shared with the Sales Team.

### Important Requirement

**This is a 100% Field Job. The candidate must be willing to travel to customer locations, conduct practical trials on CNC & VMC machines, provide technical support and identify suitable cross-selling opportunities.**

**Hands-on CNC/VMC machine experience is mandatory.**

### Salary

**₹15,000 – ₹18,000 per month**, depending on experience, technical knowledge and suitability for the role.