Service Technician/Service Engineer

Description:

The Service Engineer is responsible for all HAHN Group customer service” related action in India. Good connection to global HAHN Group locations is encouraged, international travel possible based on customer need. Lead service activity and get good contact with customer. If necessary, the role also includes project management responsibilities for Service orders.

Main tasks:

• Onsite customer support, diagnosis of Mechanical/Electrical/Electronic/PLC/PC faults and subsequent repairs
• Machine maintenance support
• Training the customer about machine operation and maintenance
• Manage customer support, maintain and expand customer relationships
• Review and evaluate services inquiries, prepare service quotations including cost calculations, lead projects nominated within the service department
• Communicate with HQ about the special issues of after sales service
• Support other departments (e.g., Sales, Operations) as needed
• Other tasks assigned by the superior

Skills / Qualifications:

• Technical college in Mechanical and Electrical or Automation Technology
• At least 3 years experience on customer service, have the experience of automation. Good at mechanical and electrical assembly, better with experience of Siemens PLC programing/robot operation/vision system commissioning
• Good understanding of production processes, technical issue analysis, and problem solving
• Proficiency in Microsoft Office applications
• Very good English language skills
• Good communication and cooperation ability, time management and safety awareness

Scope of Responsibilities

Description

First response to customer troubleshooting request

• remote support
• problem analysis
• planning and execution of onsite activities
• price calculation and quoting of services

Responsible for project installation, renovation and upgrade planning

Conduct inspections of machines, highlight best practices to customer, engage in sales of spare parts or maintenance service

Customer onsite training:

• machine operation
• preventive maintenance
• repair execution
• safety

Regular customer visits (estimated 50% of the time)

Project management if needed

Authorities / Responsibilities:

Represents the company externally

Prepares service quotations and lead the service project

Information / Reporting:

Maintain data in reporting and offer calculation tools

Weekly one-on-one alignment with the sales manager on the progress of customer support case

Inform Controlling in case of invoicing

Duties:

Adhere to target objectives, processes, and guidelines

Maintain confidentiality of business secrets externally

Ensure compliance with GDPR

NOTE TO THE POSITION HOLDER

This job description/function description defines the tasks, authorities, and responsibilities of the position holder in a binding manner. The incumbent is required to make decisions and act independently and responsibly within the framework set herein.

In addition to the listed tasks, the position holder is obliged, upon instruction from their supervisor, to carry out individual assignments that are inherently part of their role or arise from operational necessity. This particularly includes tasks and responsibilities stemming from projects and teamwork.

If there are permanent significant deviations between the actual duties performed and those outlined in the job description/function description, the position holder must inform their supervisor accordingly.