Senior Service Engineer - Hotline

Roles and Responsibilities

• Attend the calls of service engineers and customers on phone or through email, raise real time CASE in ERP based on the calls received, provide necessary support to resolve the problems and close the CASE within the agreed timeline. Generate reports on provided solutions and resolve the complaints on a timely basis.

• Understand thoroughly the problems reported by the customers and ensure proper documentation and procedures of the same.

• Visit customer place to attend complaints and provide appropriate solutions to achieve good customer satisfaction and suggest suitable spare parts to the customers ensuring proper working of the wood processing machines.

• Working in shifts to cover the global customers working hours.

• Analyse the customer complaints received and provide inputs for the stakeholders to prevent the problems reported on timely basis. Visit the site and provide necessary solution in case of inability to resolve the same over call.

• Close the assigned calls and ensure coordination with the customers for part identification, spares offer, spares dispatch and fix the problem to complete the call in an efficient manner.

• Coordinate and work closely with inter departments to resolve the problems and improve the product quality and documentation.

• Follow-up with technical department and get up-to-date knowledge on the new products. Attend training programs for knowledge update as and when required.

• Focus on continuous improvements with respect to service, installation, assembly, problem resolving, and phone support to customers.

• Train the customer machine operators, maintenance technicians of customers, new service engineers on our machines.

• Ensure to achieve set goals with accurate self-trackers, accurate data management in ERP and submit to superiors periodically.

• Visit Italy for training and necessary knowledge update.

• Handle any other activities assigned by superiors.

1.1.

• Understand the Companys policies and ensure that Team Member’s adherence to the same with zero compromising.

• Maintain the privacy and confidentiality of the technology, procedures and Company standards.

• Handle any other activities assigned by superiors based upon the organizational requirements.