Field Service Engineer - Patna

Position Description

Field Service Engineer is to achieve Customer delight by providing Timely and Quality service and in turn generate revenue for the organization. This position will be responsible for Installation, configuration, modification, and repairing products, equipment and systems that have been purchased by the organization’s customers and identify and correct more complex problems associated with equipment’s.

Duties & Responsibilities:

Delivery

Ensure full compliance of Service Delivery Processes and deliver services both effectively and efficiently

Life Cycle Management of an installed machine

Installation, Implementation and Demonstration support of the respective system would be the prime responsibility of the Field Service Engineer

participate in Corrective Maintenance and would also maintain and complete the PM Schedules within the stipulated time frame

Monitor, Resolve and develop cost effective and innovative solutions to more complex technical problems that arise during start-up.

Selling

Actively participate and support in Service Sales Promotion and achievement of overall Service Sales Target

coordinate the process of Spare parts Sales with the Customer

Identifying opportunities for System Upgrades and promoting the same to the Customer would also fall within the job s purview

Service Administration

The FSE would report all necessary information both technical and administration [ Call Completion, Call Reporting, PM, FCO, Installations ] as per the norms in internal system

responsible for proper handling of parts/ Test & Measuring Instruments to ensure return of all parts with proper documentation

The responsibility of collecting Customer Overdue Outstanding would lie with the FSE

FSE will close calls in time with proper bookings of expenses and man hours through C4C software.

Responsible for use calibrated and proper Tools and meter.

Perform his role effectively and efficiently.

Need to complete assigned role mapped training within due date.

Customer Satisfaction

Try to excel in every interaction with the customer to achieve customer delight.

Proactively participate & Implement Customer satisfaction Development programs

Responsible for timely escalation of certain issues to the concerned product specialists (R2) and work as a team to provide appropriate solution

Manage Key Accounts for the respective System in order to ensure Customer Satisfaction.

Channel Management

Coach and mentor channel engineers, check the quality of their work, and help them diagnose and solve problems.

Establish good communication and relationship with channel and Sales team.

Knowledge Management

The FSE would constantly upgrade his knowledge and skill level about the processes/product in order to Perform his role effectively and efficiently.

Need to complete assigned role mapped training within due date.

Skills & Experience:

Holder of Bachelor of engineering (Bio-Medical / Electronics / Electrical)

Minimum Three years of experience in the similar field.

Customer service focus

Technical Knowledge

Medical Equipment or related industry experience a plus

Excellent communication skills

Strong analytical skills to troubleshoot and repair mechanical, electromechanical, electronic and/or IT equipment

LAN, Windows 7/10, MS Office and networking experience.

Ability to prioritize and work well under pressure.

Candidate must be willing to travel and work irregular hours.

Excellent interpersonal skills in a team environment.

Must be able to perform moderate to difficult physical work activities.

Health-Imaging relevant field service experience is a plus.

Responsible for trouble-shooting, repair, installation and preventative maintenance of high-tech Diagnostic Imaging systems.

Good Soft Skill