Service Engineer - CFC

Group Company

Primary Responsibilities

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.

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:

Technical/Functional Competencies

Techno commercial knowledge of service
Technical expert in trouble shooting
Analytical ability
Integrate customer feedback

Leadership Competencies

Communication
Problem Solving
Cross Functional Team Working
Quality and Service Orientation
Delivering Consistent Results

Key Result Areas

•    Prompt customer services to achieve high customer satisfaction 
•    Enhance customer engagement & create business opportunities.
•    Customer complaint handling and resolution Maintain
•    Fill Customer feedback forms and present in presentable format.