Service Engineer – After Sales & Support
Share
Job Location:
Monthly Salary:
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
Job Title: Service Engineer After Sales & Support
D
About WOGOM
WOGOM (World Goods Marketplace) is a B2B e-commerce platform enabling general trade retailers to buy multibrand and multicategory products with structured credit technology-led operations and an end-to-end go-to-market ecosystem. We serve retailers across consumer electronics IT products mobiles and accessories.
Role Overview
The Service Engineer will be responsible for installation diagnosis repair and after-sales support of electronics and IT products sold through the WOGOM platform. This role is critical in ensuring high service quality faster issue resolution and strong retailer satisfaction directly impacting retention and trust.
Key Responsibilities
Technical & Service Delivery
- Diagnose troubleshoot repair and service consumer electronics IT hardware mobiles and accessories.
- Identify evaluate and onboard contractual service partners at a pin code level to ensure wide service coverage faster turnaround time (TAT) and cost-efficient after-sales support across assigned territories.
- Perform on-site and off-site service visits for WOGOM-registered retailers.
- Handle DOA (Dead on Arrival) cases warranty repairs and replacements as per brand SOPs.
- Install configure and test devices where required.
Retailer Support
- Act as the primary technical point of contact for assigned retailers.
- Educate retailers on basic product usage care and troubleshooting.
- Ensure timely closure of service tickets and follow-ups.
Process & Documentation
- Update service tickets job cards and resolution notes on WOGOM CRM/app.
- Maintain accurate records of spare parts usage repairs and turnaround time (TAT).
- Follow defined SLAs and escalation protocols.
Coordination & Compliance
- Coordinate with brands/OEM service teams for escalations and approvals.
- Work closely with logistics warehouse and operations teams for product movement.
- Adhere to company policies safety standards and service guidelines.
Quality & Feedback
- Collect retailer feedback post-service and report recurring issues.
- Identify product quality or batch-related issues and share insights with operations/category teams.
- Support continuous improvement in service processes.
Key Performance Indicators (KPIs)
- Service TAT & SLA adherence
- First-time resolution rate
- Retailer satisfaction score (CSAT)
- Number of repeat service issues
- Warranty & DOA closure accuracy
Required Skills & Qualifications
- Diploma / ITI / Bachelors in Electronics Electrical or related field.
- 15 years of experience in service/repair of electronics or IT hardware.
- Strong troubleshooting and problem-solving skills.
- Working knowledge of mobiles consumer electronics and IT products.
- Basic proficiency in mobile apps / CRM systems.
- Willingness to travel extensively within assigned territory.
Required Experience:
IC
Key Skills
- Account Payable
- General Services
- Database
- Cosmetology
- Investor Relations
- Cardiac Anesthesia
About Company
Discover Wogom, India's one of the leading B2B e-commerce marketplaces for electronics. We Connect Retailers with authorized distributors, Brands, and manufacturers for a seamless buying experience.
