Field Support Engineer

Duties & Responsibilities cum Terms & Conditions

Job Title: Field Support Engineer Location: Kerala

Department – Netcare (Support) Reporting to: Head – Netcare

Job Summary: The primary role of the Field Support Engineer is to visit customers in person and provide on-site support by verifying devices in the control room and addressing any concerns or issues they encounter. A key responsibility of this role is to create value for customers, fostering trust and encouraging long-term partnerships. Additionally, the Field Support Engineer collaborates to effectively promote the company’s products and services while ensuring customer satisfaction and loyalty.

Key Responsibilities:

1. Customer Visits:

· You are insisted to visit at least 2 customers a day.

· You are supposed to visit the customers only after getting prior approval from your reporting head & by informing the customer.

· Visiting any customer, without approval will not be permitted and if so, your attendance will be marked as absent.

· Carry all devices and materials as listed in the provided checklist, ensuring careful and efficient handling of the products.

· Ensure timely visits and maintain professional conduct while visiting customers.

2. Documentation & Reporting:

· Submit a Plan of the Day (POD) before visiting customers in the designated format provided by your reporting head.

· The visit details must be mentioned in the POD form, and that has to be approved by the reporting head.

· A dedicated Google Form is maintained to store and manage all customer data, including network names, MAC IDs, and other relevant details. FSEs are responsible for ensuring that all required fields are fully completed, as incomplete entries will not be accepted

· After visiting the customers, prepare the Status of the Day (SOD) and submit it to the reporting head on a daily basis.

· Failure to submit the POD and SOD daily will result in being marked as ‘Absent’ and a loss of pay for that day. If data is not provided for more than three days, disciplinary action, including termination, may be enforced.

3. Technical Support:

· Field Support Engineers (FSEs) should initiate interactions with customers and request a control room visit.

· If any issues are identified, such as improper OLT placement, lack of preventive measures for handling optic wires, or tangled cables, they must be addressed and resolved immediately. Ensure the use of patch cord dust caps. This helps create awareness among customers about cost-saving benefits when devices are well-maintained and preventive measures are taken.

· Verify if the customer is experiencing any troubleshooting issues. If so, obtain Anydesk access and resolve the issue on the spot.

· Ensure that high-quality technical support is provided to customers, aiming for the highest level of satisfaction.

· After the service, request the customer to leave a rating on Google Reviews.

· Technical seminars are conducted for customers, and FSEs will be expected to lead such seminars after gaining the necessary experience.

· If a customer expresses interest in purchasing an OLT, the request must be communicated to the Telecallers in the designated area via email.

4. Compliance:

· Follow company guidelines and reporting protocols.

· Ensure all assigned tasks are completed within the stipulated timeframe.

5. Other terms:

a. As stated in the offer letter, you will be on probation for the first three months. Your performance will be evaluated monthly, and your continued employment will be determined based on the performance analysis report. If your performance is deemed unsatisfactory, the management reserves the right to terminate your employment immediately, without notice. Upon successfully completing the probation period, your employment will be confirmed, either on a contract or fixed-term contract basis.

b. On-the-job training sessions will be conducted at our Head Office in Kerala to enhance your skills and job performance. You are required to attend the 7 to 10-day training session whenever it is scheduled at the Head Office.

c. LMS training would be conducted periodically & you are liable to attend the trainings and assessments, & secure the designated marks, to keep you updated about the latest developments of our products and services

I , acknowledge that I have read, understood, and accepted the duties and responsibilities outlined in this document. I agree to carry out my responsibilities to the best of my ability and in line with the company's expectations, policies, and procedures. I understand that any failure to adhere to these responsibilities may result in disciplinary actions as per company guidelines.

Signed: _________________________
Date: _________________________

Job Type: Full-time

Pay: ₹15,000.00 - ₹18,000.00 per month

Shift:

• Fixed shift

Willingness to travel:

• 100% (Required)

Work Location: Remote

Application Deadline: 01/08/2025
Expected Start Date: 04/08/2025