Senior Customer Support Engineer

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Support Engineer based in India.** This role offers an exciting opportunity to contribute to the advancement of healthcare and diagnostic technologies by delivering high-quality technical support to customers across the region. As a key member of the service organization, you will be responsible for ensuring optimal instrument performance, minimizing downtime, and supporting healthcare professionals in delivering accurate and timely patient diagnostics. The position combines hands-on technical expertise with customer relationship management in a dynamic and mission-driven environment. You will work remotely while collaborating with cross-functional teams and leveraging continuous improvement practices to enhance service quality and customer satisfaction. This role is ideal for experienced technical professionals seeking meaningful impact in the life sciences and diagnostics sector. ### Accountabilities: - Install, commission, and maintain diagnostic instruments while providing operational training and guidance to customers during implementation. - Execute preventive maintenance schedules, modifications, and service activities to ensure maximum equipment uptime and performance. - Diagnose and resolve complex technical issues, escalating when necessary to minimize customer disruption and service delays. - Manage spare parts inventory and ensure appropriate availability of critical components to support field service operations. - Build and maintain strong relationships with assigned customer accounts by delivering responsive and high-quality technical support. - Drive corrective and preventive actions based on customer feedback and service performance metrics to continuously improve service delivery. - Utilize CRM systems to manage service requests, document interventions, track activities, and ensure timely call closure. - Support service revenue initiatives and contribute to operational excellence across the assigned territory. ## Requirements - Bachelor's degree in Engineering (B.E./B.Tech.) or a related technical discipline. - Minimum of 3–5 years of professional experience in technical customer support or field service within the In Vitro Diagnostics (IVD), medical devices, or healthcare technology industries. - Advanced technical expertise in at least one IVD product line, with strong troubleshooting capabilities covering both hardware and software environments. - Proven ability to provide consultative technical support and collaborate effectively with cross-functional teams. - Experience implementing corrective and preventive actions to improve customer satisfaction and service outcomes. - Familiarity with CRM platforms and digital service management tools for call handling, documentation, and reporting. - Strong customer relationship management, communication, and interpersonal skills. - Ability to work independently in a remote environment while managing multiple priorities and maintaining high service standards. - Previous experience in service revenue generation and territory management will be considered an advantage. ## Benefits - Remote working arrangement offering flexibility and work-life balance. - Opportunity to work in a global, innovation-driven environment focused on improving healthcare outcomes. - Exposure to advanced diagnostic technologies and industry-leading solutions. - Continuous learning and professional development opportunities within a collaborative and high-performing culture. - Career growth prospects in an international organization with strong internal mobility opportunities. - Inclusive and supportive work environment that values diverse perspectives and continuous improvement methodologies. - Opportunity to contribute directly to technologies that positively impact millions of patients worldwide. **How Jobgether works:** We use an **AI-powered…