Service Engineer

Group Company

Primary Responsibilities

Strategic and planning
•    Support HOD-Service in execution of aftermarket strategy and increasing CES.
Functional
Core
•    To receive, respond quickly and attend to customer complaints in a more systematic and professional manner.
•    To enter AMC contracts and help the customer to increase the output of our machines as well as build a brand image across the globe.
•    Installation of new machines as per estimated schedule 
•    Machine testing & validation as per given protocol (IQ/OQ/PLC Validation etc.)
•    To conduct customer training programs at customer site.
•    To generate spare business and AMC business
•     Execute the upgradation activities at customer place on time.
•    Submitting MIS activities for the month.
•    Offers feedback on product development, features and functions.

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.

Key Result Areas

•    Prompt customer services to achieve high customer satisfaction 
•    Meet aftermarket revenue targets for the business growth.
•    Enhance customer engagement & create business opportunities.

Key Interfaces

•    Improve CES in for respective installations
•    Spares and service business
•    Optimize man-days for the service execution

Competencies