Field Support Engineer

The primary duty of a Field Support Engineer located in Kerala within the Netcare (Support) department, reporting to the Head of Netcare, is to provide on-site support to customers by visiting them in person. The Field Support Engineer is responsible for verifying devices in the control room and addressing any concerns or issues faced by the customers. The key objective of this role is to create value for customers, establish trust, and foster long-term partnerships. Additionally, the Field Support Engineer plays an essential role in promoting the company's products and services effectively, ensuring customer satisfaction and loyalty. When it comes to customer visits, the Field Support Engineer is required to visit at least 2 customers per day. Prior approval from the reporting head and customer notification are mandatory before visiting any customer. Failure to obtain approval will result in marking attendance as absent. It is essential to carry all necessary devices and materials listed in the provided checklist, handle the products carefully and efficiently, maintain professional conduct, and ensure timely visits. Documentation and reporting are crucial aspects of the role. The Field Support Engineer must submit a Plan of the Day (POD) in the designated format before visiting customers. The visit details should be included in the POD form and approved by the reporting head. Moreover, maintaining customer data in a dedicated Google Form is essential, ensuring all required fields are completed. Daily submission of the Status of the Day (SOD) to the reporting head is also a part of the routine. In terms of technical support, the Field Support Engineer should initiate interactions with customers, identify and resolve issues promptly, provide technical assistance, and ensure customer satisfaction. Conducting technical seminars for customers and leading such seminars after gaining experience is expected. Communicating customer requests for purchasing OLT to Telecallers via email is also part of the responsibilities. Compliance with company guidelines and reporting protocols is mandatory. All assigned tasks should be completed within the stipulated timeframe. Other terms of employment include being on probation for the first three months, undergoing on-the-job training sessions at the Head Office, attending LMS training periodically, and meeting performance evaluation criteria. The Field Support Engineer position is full-time with a fixed shift. A willingness to travel 100% is required as the work location is remote. The application deadline is 01/08/2025, and the expected start date is 04/08/2025. I acknowledge that I have read, understood, and accepted the duties and responsibilities outlined in this document. I agree to fulfill my responsibilities to the best of my ability in alignment with the company's expectations, policies, and procedures. Failure to adhere to these responsibilities may lead to disciplinary actions following company guidelines. Signed: _________________________ Date: _________________________,