Service Engineer

JOB DESCRIPTION

Educational Qualification & Experience:

• Educational Qualification: Diploma in Mechatronics / Mechanical, BE (Mechanical)
• Experience: 3 -8 Years

Job Context and Purpose: (As per Career Architecture)

Level Specific Accountabilities:

Area of responsibility

• Job Responsibilities

To enhance customer experience and build reputation with ACG products; this includes

- providing technical support to enable efficient utilization of ACG products at customer site

- Timely resolution of technical complaints by the customer

Functional

Core:

• To receive, respond quickly and attend to customer complaints in a more systematic and

professional manner.

• To enter into AMC contracts and help the customer to increase the output of our machines

as well as build a brand image across the globe.

• To conduct customer training programs in house or at customer place.
• Recognizing sales opportunities and communicating the same to our sales TIC's.
• Integrate customer feedback with our existing business process.
• Help in getting competitor information on products, markets, etc.
• To generate spare business, up-gradation business and execute the same at customer place.

Scope of Decision Making: (As per Career Architecture)

• Maintains and updates database on customer complaints, service provided, and response

time and customer feedback to be relayed back to the seniors

• Follow up for orders for spares parts, maintenance services, AMC etc.
• Conducts FAT trials on standard machines, validates and visits customer site for

commissioning of standard machines

Key Competencies:

Technical/Functional Competencies

(It will flow into Interview Assessment Form)

Leadership Competencies

(L-Compass as per grade)

• Techno commercial knowledge of

service

• Technical expert in trouble shooting
• Analytical ability
• Integrate customer feedback
• To enter AMC Contracts
• Communication
• Problem Solving
• Cross Functional Team Working
• Quality and Service Orientation
• Delivering Consistent Results