Field Service Engineer

Service Support Engineer - Field Work CBU O&M

Key Responsibilities:

Handling O&M Projects:

• Manage and oversee the operations and maintenance (O&M) projects, ensuring all aspects of service delivery are met efficiently and in line with customer requirements.
• Coordinate with internal teams to ensure timely execution of O&M tasks across all field sites.

Complaint Management and Downtime Resolution:

• Respond to client complaints and service issues in a timely and efficient manner, minimizing downtime and ensuring quick resolution.
• Ensure that all complaints are logged, tracked and addressed within the defined service level agreements (SLAs).
• Analyse recurring issues or complaints and work towards identifying root causes.
• Implement corrective actions and preventive measures to reduce the recurrence of the same complaints and improve overall service performance.

Operator Troubleshooting and Training:

• Perform troubleshooting activities to resolve technical issues faced by operators.
• Provide hands-on training to operators on the proper operation, maintenance and troubleshooting of equipment and systems, ensuring that they are well-equipped to handle day-to-day challenges.
• Evaluate Operators Performance, prepare their Job Descriptions (Level Wise), Communicate with them.
• Increasing Operators Efficiency to ensure maximum Productivity.

Client Communication and Feedback:

• Maintain open and effective communication with clients to understand their concerns, provide updates, and gather feedback on service quality.
• Use client feedback to improve service delivery, ensuring high levels of customer satisfaction.
• Relationship Building with each client to retain them & aim for long term contracts.

Preventive and Breakdown Maintenance:

• Oversee and ensure proper execution of preventive maintenance tasks according to the maintenance schedule.
• Effectively manage breakdown maintenance, ensuring that issues are addressed quickly to minimize operational downtime.

Record Keeping:

• Maintain accurate records of all preventive maintenance work conducted, ensuring detailed logs are updated regularly.
• Document the work performed during breakdown maintenance and keep track of any modifications or repairs made.
• Gross Margin Analysis for each site on monthly basis, track profitability & take necessary action to Augment it.

Manpower Handling:

• Oversee and manage the field service team, ensuring adequate manpower allocation for service tasks.
• Provide guidance and direction to field operators, ensuring they adhere to safety standards and operational protocols.
• Ensure proper deployment of manpower to meet site-specific requirements and customer needs.
• Ensure that the Compliances are followed at all levels.
• Ensure that there is optimum job satisfaction at Operators level.

Handling O&M Projects:

• Self-Knowledge upgradation on Industrial effluent & large capacity STPs
• Act as aa Helping hand to O&M Sales Team on technicalities of Small, Medium & Large Size Plants.
• Push Existing contracts to convert into Fully Automatic STPs to reduce Manpower requirement.
• Maintain Statistical analysis on upcoming projects under commissioning & tap them for expanding O&M Business.
• Importantly maximise use of Software to reduce manual work.

Skills and Qualifications:

• In-depth knowledge of preventive and breakdown maintenance processes.
• Strong understanding of electrical systems, components, and safety standards.
• Experience in managing field teams and coordinating manpower for service delivery.
• Ability to handle multiple tasks, work independently, and manage time effectively.
• Willingness to travel to field sites
• Must be available to address urgent issues and complaints during service hours and outside of regular office hours, as needed.
• May require working in diverse environmental conditions and at remote locations
• Problem-Solving Skills
• Ethical & Confidential Approach
• Good Communication Skills
• Efficient decision-making skills
• Should be a Go Getter & have a Pro Active Approach
• Continuous Training to Team
• Identify Skills & upgrade Team Members efficiency.