Service Engineer (Food/Pharma)

Job Type : Full Time

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Job Description - Service Engineer (Food/Pharma)

We are currently recruiting for a European multinational corporation specializing in the manufacturing of process equipment and skids.

Role Specification

Role Title: Service Engineer

Role Purpose: Providing aftersales service & technical support to customers.

Department: DTA- Sales

Location: Pune

Qualification: Diploma / BE Mechanical.

Experience: 2-4 Years

Preferred Industry: Food & Pharma Industry, Manufacturing of SPM etc.

Responsibilities & Key Result Areas (Impact on Business)

Customer claims handling- In-House

To acknowledge & reply customer complaints & service requests raised by the customer.
To inspect received components for service & send initial inspection reports to the customer.
To plan repair actions & recommend required spare parts.
In case of warranty claims, to seek approval of department head for FOC order processing of required spare parts.
To prepare spares & service quotations in matrix in case of service enquiry requests.
To submit quotations & initial inspection reports to the customer.
To intimate the "Sales Support Dept" for creating sales orders (FOC / Chargeable).
To repair received products following standard assembly procedure.
To carry out successful testing / trial (at the customer end) of the repaired product & seek customer feedback of the repaired product.
To intimate the logistic department for the dispatch of repaired products.

Customer complaint handling- Product service at site

To decide & plan service visits with an intimation to the customer.
To plan repair actions at the site & recommend required spare parts.
In case of warranty claims, to seek approval of department head for FOC order processing of required spare parts.
To submit quotations to the customer.
To intimate the "Sales Support Dept" for creating sales orders (FOC / Chargeable).
To intimate the logistic department for the dispatch of spares.
To visit customers for the repair of products.
To repair products at the site following the standard assembly procedure.
To carry out successful testing / trial of the repaired product & seek customer feedback of the repaired product.
To prepare & share service reports.

Online technical support to customers

To provide technical support to customers either through video calls or voice calls.
To extend support to customers for installation, servicing & change in process (increase or decrease of capacity).

Update claim information in ERP

To take care of all activities (independently or through sales team) related to opening of a claim to its closure through communications & in ERP as well.

Product installation support

To extend technical support for the installation of newly supplied products by visiting the customer site or virtually.

Product Demonstration

Spares business

To provide technical support to sales team & dealers for spares business.
To visit customers for the generation of enquiries for Spares Business with OEM customers & End Customers.
To send spares quotations to customers.

Others

Any other responsibilities or activities related to service support & Spares business aspects.

Knowledge & Skills required

Technical skills to repair, install components like pumps, valves, mixers, etc.
Troubleshooting & Problem-solving ability.
Customer service - Assisting customers by answering their queries to resolve problems.
Good communication skills to coordinate with customers & collaborate with the internal team.
Ability to travel on short notice.

Responsibility & Authority

Responsibility: