Service Engineer

As a Service Engineer, your primary responsibility will be to resolve customer complaints, perform preventive maintenance, and carry out installations orders for the allocated products in the assigned geography or customer locations. You will be tasked with receiving, understanding, and acknowledging customer complaints assigned by the Help Desk or Project Connect, as well as those reported directly by customers over the phone. It will be your duty to log these customer calls into the CRM immediately. Your daily tasks will include scheduling complaint call visits based on availability, priority, travel time, route, and the applicable turnaround time (TAT) or service level agreement (SLA) for each customer and product. After confirming the schedule with the customer's representative, you will visit the customer location to attend to the complaint within the decided schedule. During your visits, you will follow the steps outlined in the "Checklist for Complaint Field Visit" in the CRM Mobile Application. This involves capturing the current condition of the machine and installation, verifying the Machine Serial No., ownership details, SLA, applicable Annual Maintenance Contract (AMC), etc. You will then proceed to troubleshoot, repair, and resolve the machine issues within the allocated TAT. Additionally, you will be responsible for conducting installations, testing, and commissioning activities at customer locations according to the provided schedules and checklists. After installations, you will provide demonstrations and training to customer representatives as needed, documenting their feedback in the CRM system. Maintaining regular communication with customers to ensure timely resolution and proper follow-up will be crucial to your role. You will also oversee the inventory of spares and consumables to ensure operational efficiency. Meeting the Key Result Areas (KRA) and Key Performance Indicators (KPI) of a Service Engineer will be essential. This is a full-time, permanent position suitable for freshers. The benefits include commuter assistance, flexible schedule, health insurance, paid sick time, and provident fund. The work schedule is during day shifts, and the work location is in Dhule, Maharashtra. The role requires a willingness to travel up to 75% of the time.,