Field Services Engineer

Job Title

Manager - Technical Services

Department

Technical Services

Location

Borivali East

Reports to

Senior Management

Job Summary

We are seeking a skilled and experienced Manager for our Technical Services team at Cavalier Enterprises, a leading supplier of coding and packaging materials. The Manager will oversee the Service Engineer team, ensuring customer satisfaction, efficient maintenance operations, and revenue generation. The ideal candidate will possess strong leadership skills, a customer-centric approach, and technical expertise in managing field operations and maintaining product performance.

Key Responsibilities

• Lead and manage a team of Service Engineers, ensuring timely and efficient service delivery to customers.
• Oversee customer complaints resolution, preventive and breakdown maintenance visits, and troubleshooting.
• Implement strategies to improve service quality, efficiency, and customer satisfaction.
• Drive revenue growth by identifying and capitalizing on opportunities for Annual Maintenance Contracts (AMC) and consumables.
• Provide technical guidance and training to the team through regular briefings and one-point lessons (OPL).
• Ensure accurate and timely reporting, including the submission of daily service reports (DSR) and maintenance logs.
• Build and nurture strong relationships with customers, addressing their concerns and ensuring high levels of satisfaction and retention.
• Monitor and evaluate team performance, providing mentorship and conducting performance appraisals.
• Collaborate with other departments to streamline processes, address customer feedback, and implement improvements.

Qualifications

• Education:

  Bachelor’s Degree in Electrical Engineering or a related field.

• Experience:

  5 to 7 years in technical services, with at least 2 years in a leadership or managerial role.

• Skills:

  Excellent leadership, communication, and presentation skills, with a strong technical background.

• Other Requirements:

  Previous experience in a similar managerial role will be an added advantage.

Competencies

• Leadership and Team Management
• Customer Focus and Relationship Building
• Strong Analytical and Problem-Solving Skills
• Sales and Revenue Generation Expertise
• Excellent Communication and Negotiation Skills

Work Environment

• The work environment is professional and collaborative, with a focus on efficiency and work-life balance.

Perks and Benefits:

• Alternate Saturdays off.
• Phone credit allowance.
• All national holidays.
• Quarterly performance bonus.