Onsite Engineer

Responsibilities:

1. Repairs Management:

• Ensure all repairs are completed within the stipulated 4-day

Turnaround Time (TAT).

• Maintain high accuracy in repairs, with zero deviations and no debits on

tools.

• Exclude consumables from damages on maintained tools.

2. Apple Care Service Excellence:

• Uphold a score of 95+ in Apple Care Service Excellence Metrics.
• Stay current with all relevant information, including Apple Service

News, Apple Service Guide, and Apple Articles.

3. Customer Satisfaction (CSAT):

• Gather and analyze feedback from both Apple and Ample clients to

enhance service quality.

• Strive for excellence in customer service, aiming for high CSAT scores.

4. Additional Responsibilities and Project Support:

• Provide support for new projects applicable to all Residential Engineers

/ Onsite Engineers

• Assist with on-site calls and address issues promptly and effectively.

5. Timely Escalation and Responsiveness:

• Promptly escalate issues to users/IT team of clients and Ample.
• Respond to external and internal emails and messages in a timely

manner.

6. CRM 3 SOP Management:

• Accurately document repair notes, diagnoses, CompTIA details, repair

images, and updates in the analysis.

• Handle L1 declined cases efficiently and in a timely manner with proper

documentation.

7. Compliance and Quality Assurance:

• Adhere to ESD precautions and maintain impeccable workbench

neatness.

• Achieve zero deviations on audits performed at client locations by the

Team Lead.

• Ensure 100% process adherence, including certification, periodic skill

technical evaluation, and KBB validation notification.

8. Team Collaboration and Professionalism:

• Maintain punctuality and exhibit professional behavior within the team

and with clients.

• Foster positive interactions with customers and stakeholders.
• Adhere to grooming standards to present a polished and professional

image.

9. Engineer Certifications & Learning Skill Development:

• Pursue relevant certifications to enhance technical expertise and stay

updated with industry standards.

• Engage in continuous learning and skill development to adapt to

evolving technologies and methodologies.

10. Zero Escalation Assurance:

• Ensure there are zero escalations from clients, demonstrating

competence in issue resolution.

11. Grooming and Punctuality:

• Maintain a professional appearance and adhere to grooming standards.
• Demonstrate punctuality in attendance and meetings.

Knowledge and Skills:

• In-depth understanding of service processes
• Knowledge of computer hardware and software is a plus
• Familiarity with consumer behaviour principles
• Excellent communication skills with the ability to build trusting

relationships

• Proven ability to perform well in fast-paced environments
• Flexibility to work various shifts and locations
• Strong technical proficiency
• Capable of handling customer queries with a focus on customer

satisfaction

• Self-motivated and goal-oriented

Additionally required the below

• Listening
• Excellent customer service
• Product knowledge
• People skills
• Energy level
• Dependability
• General math skills
• Verbal communication
• Job knowledge

About the Company:

Ample is a 28 years old organisation. What does it mean for you?

We are a stable organisation with with over 28 years of experience in SI / IT - in an environment where companies rarely cross 10.

• We have built trusting relationships - with team members, customers and partners, several of them for over a decade, and many over two decades.
• We have navigated diverse challenges, disruptions and have navigated them all, and emerged triumphant.

The foundation for future growth is on the following foundations:

Globally revered brands in partnerships with Ample - in the enterprise and retail industry• You would be representing a brand that the market has revered and valued over two decades• We aspire to grow at a trailblazing pace over the next 5 years, and reach USD 1 Billion . This will need leaders who can take the mantle of responsibility towards this opportunity. • Our current enterprise base of 1500 customers is spread across the country and will become the core of our growth engine

We live our vision and values:

Our customers and team members experience this every day, making it a place to be for anyone engaging with us We have an open culture where people are expected to focus on what-is-right instead of who-is-right. Feedback, suggestions and comments are encouraged, and acted upon. Anyone can speak to anyone in the organisation.

https://ample.co.in/