Customer Support Executive

About Neometrix Defence

Neometrix Defence Ltd. (founded 2003 by an IIT Kanpur engineer; ~100 engineers) designs and manufactures test systems, test rigs and ground support equipment for the Indian Air Force, Army and Navy, HAL, DRDO and other defence and PSU customers, with export programmes delivered to the United Kingdom and Germany. We are ISO 9001:2015 certified, DGAQA approved and an NSIC-registered MSME. Every machine is designed, built, tested and commissioned by our own engineers at our works in Sector-63, Noida.

The role

Our machines are in service at air bases, dockyards, laboratories and factories across India and abroad, and their users call us for breakdowns, spares, warranty and AMC, documentation and delivery updates. Your job is to make sure no customer call, e-mail or portal request goes unanswered. You will be the single point of contact between our customers and our internal teams: you answer, log, route, chase and close every request, and keep the customer informed until it is resolved. You will own the company’s customer support line and ticketing system, which we are setting up now.

Key responsibilities

Calls and first response

• Answer the customer support line; return every missed call on the same working day

• Acknowledge every customer request within one working hour and give the customer a ticket reference

• Log every call, e-mail and portal request as a ticket: customer, machine, serial number, problem, priority

Ticket management and coordination

• Classify each request — breakdown/service, spares, warranty/AMC, documents and certificates, order and delivery status, or a new enquiry (handed to sales)

• Assign it to the right engineer or department, follow up until it is closed, and update the customer at agreed intervals

• Escalate to the service head and management when a response-time target is at risk

• Schedule service engineer visits: dates, travel, tools and spares, and entry passes for defence establishments

• Coordinate spares quotations, dispatch and invoicing with stores and accounts

Installed base, warranty and AMC

• Maintain the register of every machine we have delivered: customer, serial number, delivery date, warranty end date and AMC status

• Track warranty expiries and AMC renewals and pass renewal opportunities to sales in good time

Reporting and feedback

• Send management a weekly report: calls received and missed, tickets opened and closed, oldest open tickets, and recurring faults

• Feed recurring faults and complaints back to engineering and quality

• Take customer feedback after each closed ticket

Who we are looking for

• Minimum qualification: a graduate degree (any discipline). Diploma holders are not eligible.

• B.E. / B.Tech (Mechanical, Electrical or Electronics) preferred — it helps you understand what a customer means when a hydraulic, pneumatic or electrical test rig develops a fault

• 1–4 years in customer support, service coordination or after-sales at an engineering, industrial equipment or manufacturing company

• Working experience with a CRM or ticketing tool (Zoho Desk, Freshdesk, Salesforce or similar) and with MS Excel / Google Sheets

• Clear, courteous spoken English and Hindi, and professional written e-mail

• Organised and persistent in follow-up; calm and polite with senior defence and PSU customers

• An advantage: experience with defence, PSU or government customers, AMC contracts, or scheduling field service engineers

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits:

• Cell phone reimbursement
• Food provided
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person