Service Engineer

 JOB DESCRIPTION

Educational Qualification & Experience:

• Educational Qualification: Diploma in Mechatronics / Mechanical, BE (Mechanical)

• Experience: 0 - 1 Years

Job Context and Purpose: (As per Career Architecture)

Area of responsibility

Job Objective

• Prompt customer services to achieve high customer satisfaction

• Meet aftermarket revenue targets for the business growth.

• Enhance customer engagement & create business opportunities.

Primary Responsibilities

Strategic and planning

• Support HOD-Service in execution of aftermarket strategy and increasing CES.

Job Requirements:

• Work authorization for respective region.

• Willingness to travel to customer locations within the defined territory/region or as required to fulfil on site assignments. Occasional international travel required (primarily for onboarding and technical training at Indian based manufactured facilities).

• Valid Passport and Driver’s License without limitations.

• Must be able to pass background checks and drug screens, as required.

Functional

Key responsibilities:

• Provide a consistently high and professional level of customer service to all internal and external customers.

• Perform all types of field service and quality related problems associated with the installation, commissioning, and qualification of processing & packaging machines/equipment.

• Interact with overseas engineering and manufacturing as well as local sales and operations.

• Provide on-site preventative maintenance on processing & packaging machines.

• Provide on-site training to customer personnel on the operation & maintenance of equipment.

• Provide support to other service engineers and/or technicians as directed.

• Provide support to internal stakeholders for Corrective and Preventative Action (CAPA)

• Represent & promote ACG’s aftermarket customer support business through the recommendation of annual maintenance contracts, spare parts, machine upgrades, etc.

• Prepare and submit all required paperwork and reports in a timely manner.

• Provide feedback to local management and head office after customer site visits.

• Improve customer satisfaction with regular interaction.

• Collect information and inform internal stakeholders on customer trends and competitive machines.

Internal process

• Recognizing sales opportunities (Lead generation) and communicating the same to our sales TIC's through CRM platform.

• Integrate customer feedback with our existing business process and contribution in CAPA

• Help in getting competitor information on products, markets, etc.

People development

• Cross Knowledge sharing with internal team members. Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.