Service Engineer

Position – Service Engineer – CFC

Educational Qualification:

•

Experience:

Area of responsibility

Our Customer Focus Cell is dedicated to delivering exceptional service and technical support to ensure the highest quality service for our clients. The ServiceEngineer plays a critical role in maintaining customer satisfaction and operational efficiency

Customer Support:

Serve as the primary technical support contact for customers.

Provide troubleshooting assistance, resolve technical issues, and offer effective solutions in a timely manner.

Ensure a high level of customer satisfaction through professional communication and support.

Regularly assess equipment performance and suggest improvements.

To generate spare business, up-gradation business and execute the same at customer place.

Technical Training:

• Train customers’ teams on the operation and maintenance of equipment.

• Provide on-site or remote training to ensure that clients understand proper operation and safety standards.

Documentation & Reporting:

• Maintain detailed service records, including customer interactions, job status, and actions taken.

• Document and escalate unresolved technical issues to senior engineers or management.

• Provide reports on site visits, performance improvements, and customer feedback.

Collaboration:

• Work closely with the Customer Focus Cell team, engineers, and process team to address customer needs.

• Collaborate with the sales team for product recommendations and solutions.

Feedback & Improvement:

• Collect feedback from customers regarding service quality and report issues to management for process improvement.

• Identify areas where customer service can be enhanced and proactively propose solutions

• Integrate customer feedback with our existing business process.

• Help in getting competitor information on products, markets, etc.

Scope of Decision Making:

• Maintains and updates database on customer complaints, service provided, and response time and customer feedback to be relayed back to the seniors

Key Competencies:

Technical/Functional Competencies

Leadership Competencies

• Techno commercial knowledge of service

• Technical expert in trouble shooting

• Analytical ability

• Integrate customer feedback

• Communication

• Problem Solving

• Cross Functional Team Working

• Quality and Service Orientation

• Delivering Consistent Results