Territory Service Engineer

Company:

1. Role Purpose

• To handle service calls and resolve issues related to high-end imaging equipment such as MRI & CT.
  
• Responsible for installation and commissioning of equipment.
  
• Generate service revenue from allocated customers.
  
• Coordinate with cross-functional teams including Application Specialists, Product Management, Marketing, and Sales.
  

2. Ideal Candidate Profile

Educational Qualification

• Essential:

  Graduate Engineer / Diploma Engineer

• Preferred:

  — (Same as above)

Total Experience

• Overall Experience:

  2–3 years

• Relevant Experience:

  2–3 years

Functional / Technical Expertise

• Strong technical knowledge of imaging products.
  
• Ability to analyze, diagnose, and troubleshoot problems.
  
• Good communication and confident customer-handling skills.
  
• Understanding of product technical specifications.
  
• Analytical mindset with knowledge of machine functioning and components.
  
• Basic understanding of import distribution.
  
• Ability to work inter-region and intra-region based on field requirements.
  

Behavioral Competencies

• Planning & Organizing
  
• Problem Solving
  
• Communication
  
• Self-awareness
  
• Interpersonal Skills
  

3. Key Responsibilities

A. Business Accountability

• Installation and commissioning of products.
  
• Generate service revenue through

  AMC/CMC

  , repairs, service, and spare parts sales to meet financial targets.
• Provide customer support on a

  247 basis

  when required.
• Offer application support and technical expertise as per customer needs.
  
• Troubleshoot, analyze, and diagnose equipment issues.
  
• Ensure timely repair of products.
  
• Understand and respond to customer requirements effectively.
  
• Prepare, submit, and track maintenance contracts.
  
• Support sales through product demos and technical clarifications.
  

B. Planning

• Timely planning of inventory and submission of spare parts quotations.
  
• Coordinate with customers and commercial team for dispatch.
  
• Manage and submit service and MIS reports on time.
  
• Ensure timely collection of dues.
  

C. Skill Development

• Enhance technical and behavioral skills through training.
  
• Ability to read and understand technical documents.
  

Products:

4. Key Performance Indicators

• Maintain accurate installation and customer database records.
  
• Support regions with demos, training, and selling tools.
  
• Increase AMC conversions.
  
• Generate revenue through spare parts and accessories.
  
• Maintain adequate inventory for quick billing.
  
• Ensure timely book-to-bill conversion.
  
• Ensure warranty-to-AMC conversion.
  
• Achieve 100% advance collection in CMC and spare sales.
  
• Submit Monthly Service Activity Reports on time.
  

5. Key Interactions

External

• Customers / Principals / Vendors

• Frequency: Daily / Weekly
  
• Purpose: Understanding requirements, addressing critical issues.
  

Internal

• Commercial Department

• Frequency: Need basis
  
• Purpose: Discuss booking, billing, dispatch-related issues.
  

• Regional Manager / Service Manager

• Frequency: Ongoing
  
• Purpose: Job activity reporting.
  

6. Working Conditions

• Travel across region or India.
  
• Must be available to address customer needs on a

  247 basis

  .

7. Authority

• People:

  As per company processes and policies.

• Financial:

  As per financial approval matrix.

8. Accountability & Challenges

Key Financial Accountabilities

• Achieve billing value-add (VA) as per target.
  
• Plan and achieve stretched billing targets.
  
• Manage outstanding collections.
  

Major Challenges

• Enhance overall customer satisfaction levels.