Sr. Customer Support Engineer - Agra in India at Jobgether
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Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Customer Support Engineer – Agra based in India.
In this role, you will be at the forefront of supporting critical diagnostic equipment that directly impacts patient care and clinical decision-making. You will provide hands-on technical support for advanced in-vitro diagnostic instruments used in hospitals and laboratories. The position involves installation, preventive maintenance, troubleshooting, and ensuring uninterrupted system performance across your assigned territory. You will play a key role in minimizing downtime and ensuring high system reliability in environments where precision and speed are essential. Working closely with healthcare customers and internal technical teams, you will resolve complex issues and deliver timely on-site interventions. This role combines technical expertise, field service responsibility, and strong customer engagement in a fast-paced healthcare technology environment.
- Responsible for managing the assigned installation base, including installation, preventive maintenance, system modifications, breakdown resolution, and ensuring timely execution of service activities.
- Perform on-site troubleshooting for instrument issues, including LIS and networking-related problems, and coordinate with internal technical teams for escalations when required.
- Ensure timely ordering of PM kits and spare parts, manage inventory efficiently, and handle return of excess or unused components.
- Log service calls, document debriefs accurately in service management systems, and maintain proper service records.
- Deliver effective instrument maintenance training to customers to ensure optimal system usage and reduce recurring issues.
- Build and maintain strong customer relationships within assigned accounts, ensuring high levels of satisfaction and trust.
- Travel within the assigned territory and respond to emergency service requirements on short notice when needed.
- Adhere strictly to organizational policies, procedures, and compliance standards while delivering service operations.
- Diploma or Bachelor’s degree in Electrical, Electronics, Biomedical Engineering, or related disciplines with relevant technical exposure.
- Minimum 3+ years of experience in servicing in-vitro diagnostics (IVD) equipment such as hematology, chemistry, or immunoassay analyzers.
- Strong understanding of networking, interfacing, and system integration issues in diagnostic instruments.
- Customer-focused mindset with strong ownership and commitment to delivering timely and effective solutions.
- Excellent troubleshooting and problem-solving skills with the ability to diagnose and resolve technical issues under pressure.
- Proficiency in MS Office, collaboration tools (e.g., Teams), and basic IT/networking concepts.
- Strong communication skills, both written and verbal, with the ability to interact effectively with customers and internal teams.
- Ability and willingness to travel extensively within the assigned region and respond to urgent service needs.
- Ability to distinguish between application and service-related issues and coordinate cross-functionally for resolution.
- Competitive salary package aligned with industry standards
- Health and medical insurance coverage
- Paid time off and flexible leave policies
- Opportunities for professional training and technical development
- Exposure to advanced diagnostic technologies in a high-impact healthcare environment
- Remote working arrangement with field-based responsibilities
- Career growth within a global life sciences and diagnostics ecosystem
- Supportive, collaborative work culture focused on innovation and continuous improvement.