Role Description The Customer Support Engineer - Chennai is responsible for delivering customer support in terms of technical service at Tamil Nadu. This position reports to the State Service Manager- Tamil Nadu and is part of the SOUTH Service team in the Service department located in Chennai and will be fully remote. In this role, you will have the opportunity to: - Install, maintain the instruments and provide Basic Operation Training during Installation to provide effective product and customer support. - Ensure Preventive Maintenance planning (PM), MOD are performed in a timely manner. - Seek timely support for difficult product issues avoiding unnecessary downtime. - Maintain recommended Spare Parts for all product range. - Maintain excellent customer relationships, specifically with directly assigned accounts by adhering to field service policies, procedures, and standards. Qualifications - Must be an Engineering Graduate with B.E./B.Tech. Degree. - Should have a minimum working experience of 3 to 5 years in the relevant field with exposure in customer services (Technical) in the IVD industry. - Should have advanced Technical Competency in one of the Product lines in IVD products. - Adequate skills to consultatively help & support technical troubleshooting along with other functions. - Able to drive corrective and preventive actions to improve service delivery based on customer feedback. Requirements - Previous experience in technical field services of IVD products (hardware & SW) with advanced Technical Skills in one product line in IVD. - Experience in generating Service Revenue. - Usage of Customer Relationship Management (CRM) software based on Call Handling & Closure in System. Benefits - Flexible, remote working arrangements for eligible roles. - Commitment to providing enriching careers, no matter the work arrangement. - Additional information about remote work arrangements will be provided by your interview team.

• Carrying out on-site and remote technical missions to dealerships, authorised repairers, and technical centres—reducing downtime and clearing backlogs fast • Diagnosing and resolving complex electrical, electronic, multiplexing, and drivability faults • Investigating both single-vehicle issues and systemic fleet concerns, defining containment and corrective actions • Using OEM diagnostic platforms (e.g. wiTECH POD, DiagBOX VCI) for guided diagnostics, ECU updates, reprogramming, and parameterisation • Interpreting wiring diagrams, service manuals, and technical bulletins to pinpoint root causes and define effective repair methods • Producing clear technical reports, incident summaries, and action plans for engineering, quality, and aftersales teams • Managing cases through the Technical Assistance process, ensuring KPI, SLA, and quality standards are met • Coaching and supporting technicians at the point of repair, delivering on-the-job training and knowledge transfer • Feeding recurring issues and lessons learned into knowledge bases to drive continuous improvement • Ensuring safe, cost-aware working practices, while managing tools, equipment, logistics, and accurate case records

• Support on-site commissioning and integration of systems, including hardware verification, network setup, software configuration, and safety checks. • Complete acceptance testing, document results, and help resolve readiness gaps before go-live. • Respond to real-time issues during deployment and go-live periods through hands-on troubleshooting, log review, triage, and escalation to engineering when needed. • Conduct preventative maintenance audits, minor repairs, retrofits, and recalls on deployed AMRs. • Deliver training to customer personnel on system operations, maintenance, and best practices. • Coordinate with Technical Support, Field Services, and Systems Engineering team members to resolve customer issues and convey field feedback. • Manage AMR fleet status, help track repairs, and support documentation updates. • Communicate with customer teams, ensuring visibility into deployment status and issue resolution. • Support after-hours or on-call coverage as required during the project.

• Supporting on-site day of convention connectivity for a state-of-the-art convention center. • Performing routine maintenance and troubleshooting of technical equipment and systems. • Interacting with event organizers and attendees to address technical issues and ensure a positive experience. • Installing and terminating Ethernet cabling. • LAN/WLAN configuration and troubleshooting. • Temporary network expansion setup/teardown. • Desktop/device support for connecting to LAN/ WLAN. • Ensuring all setups comply with safety regulations and standards. • Keeping track of equipment inventory and reporting any damages or losses.