Service Engineer

Job Description

We are looking for a skilled and proactive Service Engineer to join our team. The ideal candidate will handle repair estimations, coordinate field service operations, manage spare parts, and ensure excellent customer service. Key Responsibilities: 1. Repair Estimation and Customer Approval Assess equipment issues and prepare accurate and cost-effective repair estimates. Share detailed quotations with customers and explain necessary repairs. Obtain formal approvals from customers prior to proceeding with any repair work. Maintain records of estimates and approvals for audit and reference. 2. Field Service Coordination Plan and coordinate schedules for field service technicians based on service requests. Assign appropriate technicians to service calls considering expertise, location, and urgency. Monitor job progress and ensure timely resolution of field service issues. Provide technical guidance and support to field teams when necessary. 3. Spare Parts Sales and Inventory Management Promote and sell spare parts to customers during repair and service interactions. Suggest necessary spare part replacements to extend equipment life and performance. Maintain optimum stock levels of frequently used spare parts and repair items. Coordinate with the inventory team for procurement and replenishment of parts. 4. Service Complaint Management Receive and log service complaints in the system. Prioritize and assign complaints to the relevant service team members. Track resolution status and ensure timely closure of complaints. Follow up with customers for feedback and satisfaction after service closure. 5. Documentation and Reporting Maintain detailed service reports, including work performed, parts used, and time taken. Generate and submit periodic reports on service activity, technician performance, and complaint analysis. Keep customer records updated with service history and relevant documentation. 6. Continuous Improvement and Compliance Identify recurring issues and suggest preventive actions or design improvements. Ensure adherence to safety, quality, and service standards. Stay updated with product knowledge and technical advancements to provide better service.