Help Desk Engineer

About the role

The Help Desk Engineer provides first‑line technical and customer support for a range of industrial equipment, including machinery, automotive, generators and air compressors. The role ensures rapid resolution of technical issues, maximising equipment uptime and customer satisfaction.

Key responsibilities

• Receive, register and prioritize customer service requests and technical inquiries.
• Coordinate field service engineers, workshop activities and spare‑parts logistics.
• Perform first‑level troubleshooting and escalate complex problems as needed.
• Schedule preventive and corrective maintenance services.
• Monitor warranty claims and track service completion.
• Maintain accurate service records in the ERP/CRM system.
• Follow up with customers to confirm service quality and satisfaction.
• Prepare basic service reports and update equipment history.

Required profile

• Bachelor's degree in Mechanical Engineering.
• 2–4 years of experience in customer service or after‑sales support for industrial equipment.
• Strong communication and coordination abilities.
• Ability to work under pressure and within a team environment.

Required skills

• ERP
• CRM