Engineer North Service, ACG Engineering

Educational Qualification & Experience:

• Educational Qualification: Diploma in Mechatronics / Mechanical, BE (Mechanical)
• Experience: 3 - 4 Years
  

Job Context And Purpose

Area of responsibility

Job Objective

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

Primary Responsibilities

• Support HOD-Service in execution of aftermarket strategy and increasing CES.
  

Job Requirements

• Work authorization for respective region.
• Willingness to travel to customer locations within the defined territory/region or as required to fulfil on site assignments. Occasional international travel required (primarily for onboarding and technical training at Indian based manufactured facilities).
• Valid Passport and Driver’s License without limitations.
• Must be able to pass background checks and drug screens, as required.
  

Functional

Key Responsibilities

• Provide a consistently high and professional level of customer service to all internal and external customers.
• Perform all types of field service and quality related problems associated with the installation, commissioning, and qualification of processing & packaging machines/equipment.
• Interact with overseas engineering and manufacturing as well as local sales and operations.
• Provide on-site preventative maintenance on processing & packaging machines.
• Provide on-site training to customer personnel on the operation & maintenance of equipment.
• Provide support to other service engineers and/or technicians as directed.
• Provide support to internal stakeholders for Corrective and Preventative Action (CAPA)
• Represent & promote ACG’s aftermarket customer support business through the recommendation of annual maintenance contracts, spare parts, machine upgrades, etc.
• Prepare and submit all required paperwork and reports in a timely manner.
• Provide feedback to local management and head office after customer site visits.
• Improve customer satisfaction with regular interaction.
• Collect information and inform internal stakeholders on customer trends and competitive machines.
  

• 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.
  

• 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 Competencies: Technical/Functional Competencies

Leadership Competencies

• Techno commercial knowledge of service
• Technical expert in trouble shooting
• Analytical ability
• Integrate customer feedback
• To enter AMC Contracts
• Communication
• Problem Solving
• Cross Functional Team Working
• Quality and Service Orientation
• Delivering Consistent Results