Field Services Engineer

Company Description

Pi Green Innovations Pvt. Ltd. is a technology company dedicated to creating sustainable solutions for a pollution-free future. Through technological and design innovations, the company develops indigenous products promising a cleaner environment. Pi Green Innovations aims to make clean air accessible to all, working with government bodies and organisations to tackle the significant public health challenge posed by air pollution.

Role Description

This is a full-time on-site role for a Field Services Engineer, located in Delhi. The Field Services Engineer will be responsible for performing on-site service and maintenance tasks, including troubleshooting technical issues, providing technical support, conducting preventive maintenance, and ensuring high levels of customer service. The role involves regular interactions with clients, addressing their concerns, and ensuring the optimal performance of our solutions.

A. Managing Service Operations :

· Should be responsible for timely execution of Installation/erection, physical and remote commissioning, resolution of complaint with minimum TAT and maximum customer satisfaction

· Generate commissioning and service report, Signed customer feedback form of all visits in real time. Adhere the timelines for customer end activities as agreed. Updating customer master list.

· Escalation to leadership in case of any issue / non-fulfilment of commitments

· Understanding of IOT data from Cloud and monitoring through applications.

· Should promote AMC and Spare parts sales with customers

· Ensure and maintain the MIS documentations as per Service requirements

· Strive for achieving Service KPIs as per targets and initiate actions on gaps.

B. Quality Service Delivery :

· Understanding customer complaints via service calls. Ability to diagnose with First time right (FTR) approach. Resolve the problem remotely first if not then ask customer with specific set of Q&A to find out fault code or root cause of problem.

· Probing customer for problem details to narrow down the possibilities. Should have autonomous problem-solving skills: Identify the problem needs to be solved, collect data and define objectives, Search for solution, select and develop the best. Implement and test the solution, Evaluate the solution impact.

· Should be able to understand installation guidelines, service manuals, electrical drawings and resolve queries raised by customer on site.

C. Team Management :

·Collaborate with the Sr. Service Engineer, Sales team and Customers to ensure smooth service activities per plan.

· Coordinate with local manpower hired or internal team deputation for tasks assigned on daily basis. 

D. Customer Interation :

· Coordinating with end customers and dealer/channel partner service team to understand their needs, to resolve first level technical queries, for service requirements, warranty service, training and facilitation.

· Should have capability to maintain good relationship with customer and enhancing the customer satisfaction by executing on-time service support

E. Training & development :

·  Understanding the know-how of RECD product, process and customer applications

·  Should conversant with Emission norms / regulations and Pi Green product range.

Encourage continuous learning and skill development.

Qualifications

Diploma in Electrical / Mechanical with 2 to 4 years of experience in service field or relevant field.

Skills

· Customer relationship management - Politeness, empathy, ownership and responsiveness

·  Problem solving – Ability to address customer complaints effectively

·  Technical knowledge – Sound technical knowledge of process, product, testing and applications.

·  Analytical skills – Strong analytical skills to address technical field issues

·  Communication – Strong verbal and written communication with internal team and customers

Documentation – MS Office, drafting of service processes including manuals, Service MIS reporting

• Ability to work independently and travel frequently within the designated area
• Relevant experience in environmental technology or a related industry is a plus