The Senior Service Engineer role provides advanced technical support for industrial equipment and leads the resolution of complex service issues and critical escalations. The position combines hands-on troubleshooting, distributor development, technical training, warranty review, and service quality improvement while supporting the growth of the company’s India operations.
Responsibilities
Handle complex troubleshooting and critical escalations that cannot be resolved by distributors
Provide advanced remote and onsite technical support to distributors and customers
Lead root-cause analysis and implement corrective actions
Support technical training programmes for distributor engineers
Develop distributor service capabilities through coaching, field guidance, and technical assessments
Monitor and improve service Key Performance Indicators (KPIs), including response time, first-time fix rate, and customer satisfaction
Review warranty claims and provide recommendations concerning approvals and corrective actions
Act as a technical reference point for service standards and quality
Collaborate with headquarters technical teams to escalate and resolve issues
Ensure compliance with safety and quality standards
Support the growth and operational development of the company’s India operations within a start-up environment
Requirements
7–10 years of experience servicing industrial equipment, preferably Heating, Ventilation and Air Conditioning (HVAC), refrigeration, or electrical systems
Strong troubleshooting and diagnostic skills
Experience managing field escalations and customer-facing technical issues
Good English communication skills
Willingness to travel domestically and occasionally internationally
About the company
A global company in the environmental testing equipment industry. The organisation provides environmental test chambers, measurement and evaluation systems, laboratory testing services, and after-sales support to customers across a range of industries.