Assistant Service engineer - Pumps

Role & responsibilities

Position: Assistant/ Service Engineer - Pump Industry

Duration: Long term

As a field service engineer, he is responsible for ensuring customer satisfaction and operational efficiency within his territory. This includes providing appropriate solutions to customers, managing stakeholders according to our established processes, and submitting reports to the company on time.

Key Responsibilities

• Schedules objective based service tours for Min 15 days as per norms and timely reporting to concerned Area engineer.
• Visit and Reporting to branch once in fortnightly for 2 days.
• Direct visit and manage authorized service outlets in the area in all aspects to achieve the desired repair delivery time (2 days) ensuring consistent quality, cost effective and flexible service on weekly basis
• Responds and resolves direct customer complaints on time by direct visiting to field and provide the solution in 2 days.
• Verifies field performance of our products along with competitors' and highlighting field feedback / deviations including benchmarking features and mechanics' suggestions for continuous product up gradations.
• Appoints and standardize authorized service outlets as per annual service plan.
• Facilitates dealers with service backup for providing speedy service delivery to customers.
• Monitors spares stock at dealer shop / ASC for fast moving items against fixed reorder levels during regular weekly visits
• Creates awareness among dealers and shop mechanics on new products, component changes and corresponding service guidelines
• Lodges product failures along with failed components for fixing their root causes and further corrective action
• Processes warranty bills for payment as per the norms and procedures including spares replacements on FOC
• Reports all kind of service reports to H.O including unresolved warranty / spares issues and burning product complaints
• Participates in dealer meets, mechanics meets, customer meets and promotional programs like exhibitions, melas, van campaigns etc. organized by branches
• Monitors spares buffer stock at branch against stock norms and making liquidation initiatives for ageing spares
• Conducts field training programs to ASC/dealer/area mechanics and service or maintenance camps as per service plan
• Takes up additional tasks as and when assigned by branch and service team at H.O (customer survey, competitor study, ground water level data collection etc.,)

Skills, Knowledge and Expertise

• Diploma in Mechanical Engineering and Electrical Engineering or a related field.
• Minimum of 3 years of experience in customer handling or relevant field.
• Service engineers trainee needs not required any experience.
• Excellent problem-solving and decision-making skills, with a proactive and analytical approach to addressing challenges.
• Effective communication skills, both written and verbal, with the ability to convey technical information to diverse audiences.
• Strong commitment to workplace safety, with a thorough understanding of safety protocols and regulations.
• Ability to work collaboratively with cross-functional teams and foster a positive and productive work environment.