We are seeking a Product Support Engineer based in Mumbai (Hybrid) or Hyderabad, India, to install, service, and maintain our range of advanced analytical equipment across India. This role offers an excellent opportunity to combine your technical expertise with strong interpersonal skills to deliver exceptional customer support. Key responsibilities include the installation, maintenance, and repair of Surface Measurement Systems' instruments throughout India. You will play a crucial role in ensuring optimal instrument performance and customer satisfactionThe Product Support Engineer will be responsible for delivering comprehensive service support for Surface Measurement Systems’ instruments across India. Key responsibilities include installation, preventive and corrective maintenance, calibration, CRM-based quotation management, AMC renewals, and preparation of service reports. The role also involves active participation in internal technical and operational meetings. As a secondary responsibility, the engineer should be willing to contribute to sales enquiry generation during non-service periods. This may include visiting potential customer sites to explore new opportunities and gather application-related information that can support the sales process, Prior experience with public procurement processes, including tenders on GeM (Government e-Marketplace) or similar platforms, will be considered an added advantageResponsibilities1. Installation & TrainingInstall and commission scientific instruments such as DVS and iGC, Vapor Pressure Analyser, Breakthrough Analyser and other products of Surface measurement Systems at customer sites.Perform IQOQPQ and validation protocols in line with customer quality systems.Train end-users 2. Maintenance & Technical SupportConduct preventive maintenance and calibration as per SMS service protocols.Diagnose and resolve breakdowns through onsite or remote troubleshooting.Coordinate with the global technical support team for escalations.Proficiency in data analysis software and tools 3. CRM Operations & Quotation ManagementUse CRM systems to log service activities, schedule visits, and update case status.Generate and issue service quotations (AMC/CMC, PM, spares, and ad-hoc services).Follow up on quotes and secure purchase orders for AMC, CMC, PM etcEnsure service revenue opportunities are tracked and updated within the CRM. 4. AMC/CMC ManagementProactively track and manage renewal cycles for AMC and CMC contracts.Engage customers for timely renewal discussions and proposal submissions.Coordinate with finance/admin for invoicing and contract documentation. 5. Reporting & DocumentationPrepare and submit detailed service visit reports, calibration logs, and customer feedback.Maintain accurate documentation of instrument service history for internal records.Submit service activity reports and visit plans to NSM.Escalate unresolved or recurring issues to the global technical team. 6. Internal Meetings & Cross-functional CoordinationAttend regular internal team meetings (virtual/in-person) for service planning, technical updates, and reporting.Present service performance, customer issues, and improvement suggestions during review meetings.Collaborate with sales and application teams for demos, customer engagement, and installations. 7.Customer Support & Communication:Act as a primary point of contact for technical service issues.Maintain professional and timely communication with customers.Support application scientists and sales team during demos, trials, or technical discussions.8. Other ResponsibilitiesMaintain and update records of service tools, and spare parts.Expected to coordinate with the UK team to ensure the availability of service inventory and spare parts required for smooth operation and timely supportAs a secondary responsibility, the engineer should be willing to contribute to sales enquiry generation during non-service periodsQualificationsB.E. / B. Tech / Diploma in Electronics, Instrumentation, Mechanical, or Mechatronics.5-10 years of experience in field service of analytical or laboratory instruments preferred. (e.g. DVS, iGC, TGA, DSC, HPLC, GC, Particle Sizers, XRD etc.) preferred.Experience in participating in Indian public sector tenders and procurement portals like GeM is an added advantage.
Job Title
Product Support Engineer