Service Engineer

As a Service Engineer at ACG in Shirwal, India, your primary responsibility is to ensure exceptional service and technical support for our clients through the Customer Focus Cell. You will play a crucial role in maintaining customer satisfaction and operational efficiency. Your duties include serving as the main technical support contact for customers, providing troubleshooting assistance, resolving technical issues, and offering effective solutions promptly. It is essential to maintain a high level of customer satisfaction through professional communication and support, regularly assess equipment performance, and suggest improvements. Additionally, you will be responsible for generating spare business, upgrading business, and executing the same at the customer's location. In terms of technical training, you will train customers" teams on the operation and maintenance of ACG equipment, providing on-site or remote training to ensure clients understand proper operation and safety standards. Documentation and reporting are vital aspects of the role, where you will maintain detailed service records, document and escalate unresolved technical issues, and provide reports on site visits, performance improvements, and customer feedback. Collaboration with the Customer Focus Cell team, engineers, process team, and sales team is essential to address customer needs, offer product recommendations, and work towards solutions. Feedback collection from customers regarding service quality, reporting issues to management for process improvement, identifying areas for enhanced customer service, proposing proactive solutions, and integrating customer feedback into existing business processes are key responsibilities. You will also assist in gathering competitor information on products and markets. In terms of decision-making, maintaining and updating the database on customer complaints, service provided, response time, and customer feedback for relay to seniors is crucial. The key competencies required for this role include techno-commercial knowledge of service, technical expertise in troubleshooting, analytical ability, integrating customer feedback, communication, problem-solving, cross-functional team working, quality and service orientation, and delivering consistent results. Key result areas include prompt customer service for high customer satisfaction, enhancing customer engagement, creating business opportunities, handling customer complaints and resolutions, and presenting customer feedback forms in a presentable format.,