Service Engineer

Job profile:- Service Engineer

Location:- Pune, Mumbai, Ahmedabad, Hyderabad

Educational Qualification:-Diploma in Mechatronics / Mechanical, BE (Mechanical)

Experience: 5+ yrs of relevant 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 Service Engineer 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 ACG 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.