Service Engineer - CFC

JOB DESCRIPTION

Educational Qualification:

• Diploma in Mechatronics / Mechanical, BE (Mechanical)

Experience: 10+ yrs of relevant experience

Area of responsibility

Our Customer Focus Cell is dedicated to delivering exceptional service and technical support to ensure the highest quality service for our clients. The Service Engineer plays a critical role in maintaining customer satisfaction and operational efficiency

Customer Support:

• Serve as the primary technical support contact for customers.
• Provide troubleshooting assistance, resolve technical issues, and offer effective solutions in a timely manner.
• Ensure a high level of customer satisfaction through professional communication and support.

• Regularly assess equipment performance and suggest improvements.

• To generate spare business, up-gradation business and execute the same at customer place.
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Technical Training:

• Train customers’ teams on the operation and maintenance of ACG equipment.
• Provide on-site or remote training to ensure that clients understand proper operation and safety standards.

Documentation & Reporting:

• Maintain detailed service records, including customer interactions, job status, and actions taken.
• Document and escalate unresolved technical issues to senior engineers or management.
• Provide reports on site visits, performance improvements, and customer feedback.

Collaboration:

• Work closely with the Customer Focus Cell team, engineers, and process team to address customer needs.
• Collaborate with the sales team for product recommendations and solutions.

Feedback & Improvement:

• Collect feedback from customers regarding service quality and report issues to management for process improvement.
• Identify areas where customer service can be enhanced and proactively propose solutions

• Integrate customer feedback with our existing business process.
• Help in getting competitor information on products, markets, etc.

Scope of Decision Making:

• Maintains and updates database on customer complaints, service provided, and response time and customer feedback to be relayed back to the seniors

Key Competencies: