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Roots Group of Companies

Service Support Engineer - Exports

Roots Group of Companies Coimbatore North, Tamil Nadu, India

Automotive · 1,001-5,000 employees

Jun 17
support-engineer Senior (5-10 yrs) Full-time India
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About the role

The Service Support Engineer will serve as the primary technical contact for dealers, diagnosing mechanical and electrical issues while coordinating vehicle servicing and maintenance. They will also provide on-site training, manage warranty claims, and collaborate with internal teams to improve product quality and service operations.

What they look for

Electric vehicle systems Diagnostic skills Troubleshooting Customer service Communication Interpersonal skills Service documentation CRM tools Data analysis Leadership Technical training Mechanical repair Electrical repair Warranty claim processing

Requirements

Candidates must possess strong knowledge of electric vehicle systems and excellent diagnostic troubleshooting abilities. Proficiency in service documentation and CRM tools is required, along with a willingness to travel and a customer-centric approach.

Full description

Key Responsibilities:

  • Serve as the primary point of contact for customers

service inquiries and technical support for dealer service teams.

  • Address customer

concerns, diagnose issues, and provide timely solutions or recommendations while maintaining smooth communication with dealers.

  • Coordinate with International teams to ensure prompt and professional service

support.

  • Oversee and coordinate vehicle servicing, repairs, and preventive maintenance activities,

ensuring timely and effective resolution of service issues.

  • Maintain comprehensive service records and reports for all vehicles,

including parts usage, service actions, and feedback from dealers.

  • Diagnose and resolve complex mechanical and electrical issues in coordination with

dealer service teams.

  • Provide technical guidance and on-site training to dealer service

technicians on diagnostics, repair procedures, and maintenance practices.

  • Assist in developing training materials, service manuals, SOPs, and other technical

documentation to support high-quality service operations.

  • Support the processing of warranty claims in accordance with company policies

and coordinate with the spare parts department to ensure timely availability of required components.

  • Gather and analyze feedback from dealers to identify recurring service issues and

opportunities for product or service improvements.

  • Collaborate with the Product Development team to share insights and contribute to

continuous improvement initiatives.

  • Prepare periodic service performance and customer satisfaction reports,

highlighting key metrics and improvement areas.

Requirements

Key Skills:

  • Strong knowledge of

electric vehicle systems (battery, drive train, controllers, etc.)

  • Excellent diagnostic

and troubleshooting skills.

  • Customer-centric

approach with excellent communication and interpersonal skills.

  • Experience in

handling international clients preferred.

  • Proficiency in

service documentation, CRM tools, and data analysis.

  • Leadership ability

to manage service teams and coordinate across departments.

Additional Requirements:

  • Valid passport and willingness to travel

Domain Experience:

  • Preferably in Electric Vehicles (EV)

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