Field Service Engineer

The position is responsible for hands-on repair and installation of the complete range of multifunction devices and software solutions.

Education:

• Engineering / Diploma in Electronics / Electronic & Communication, ITI, BSc, BCA, BTech Mechanical and related fields.

Experience:

• 1 to 8 years of relevant experience in field service of electronic devices.

Industry Preference:

Hi-Tech / Office Automation / IT.

Job Duties:

Installation & Maintenance of Multifunctional Devices and Software Solutions :

• Understand the IT setup of the customer site, support in the POC, and provide demos

• Timely installation of new products and training of administrators

• Understand product issues and use specialized training to resolve customer complaints

• Coordinate with HO/Central Warehouse/Sales/Service team for spare parts

• Responsible for quality of calls, achieving expected productivity, and Turn-Around-Time (TAT)

Customer Support:

• Build good relationships with clients to improve retention and satisfaction

• Assess needs, probe, and enhance contract penetration with customers

• Monitor and improve print volumes in the assigned territory

• Identify sales opportunities and participate in account management reviews with clients

Desired Competencies:

Innovation & Creativity:

• Analyze existing processes & practices from an improvement perspective

• Suggest effective changes and recognize new ideas

• Shortlist ideas, analyze pros and cons by integrating information

Communication:

• Articulate with clarity of situation

• Understand & share context

• Listen actively, repeat, paraphrase, and seek feedback to ensure understanding

Result Orientation:

• Set stretched goals aligned with departmental objectives

• Deliver results as per timelines and find ways to overcome challenges

• Display accountability and commitment to learning and self-development

Customer Focus:

• Determine customer needs through clear communication

• Build relationships with politeness and promptness

• Go the extra mile to delight customers while adhering to company policies

Physical Demands:

• Mobility: Frequent movement within the office and customer sites, hand/wrist/finger movement while using laptops or giving product demos

• Vision: Making decisions based on visual cues, reading documents, emails, and reports

• Hearing: Making decisions based on auditory inputs, listening to stakeholders in meetings and calls

• Cognitive: Complex decision-making related to people interactions and business deals.

• Speech: Clear communication with employees and customers.

Work Environment:

• Office-based and field service roles
• Interactions with customers, internal teams, and external stakeholders
• Requires flexibility, travel, and customer-centric mindset
• Reasonable accommodations can be made for individuals with disabilities

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel working within this job title.