Service Engineer

Job Overview

Service Engineer for Services is responsible for resolving support tickets adhering to agreed SLAs. He is technically strong in common Systems like Fire, Safety and Security solutions like CCTV, ACS offered by Bion. He is a part of AMC projects and capable of managing external contractors.

Responsibilities and Duties

Displays reasonable working knowledge of industry standards and practices, including product details and company services offered.
Offers exemplary customer service, including maintaining customer relationships.
Conducts PM activity as planned. Takes support from senior team members of AMC to clear any hurdle.
Receives and resolves support tickets with SLAs.
Receives and ensure completeness of all service reports. Maintains proper documents.

Qualifications

Diploma/BE/BTech (Electricals, Mech, CS)
1-3 years of experience in Security Systems Integration, CCTV Solution implementation, Visitor Management System, Parking Management System, Intrusion Detection, Video Surveillance, Access Control, Fire Detection, Public Addressable System, Other physical Security Surveillance systems.

Specific skills
Customer relationship management
Customer Service Management
Certification in from OEM like Honeywell, Tyco, Avigilon etc. on their systems and products will be added advantage.

Language, Personality and Behavioral skills
Excellent verbal communication, and the ability to convey information clearly and effectively.
Good interpersonal skills and customer service oriented thinking.
Problem-solving abilities.
Trouble shooting skills with great inquisitees to learn new things.
Good time management.
Open to Frequent travels.
Strong attention to details
Confident, Proactive and willing to take on challenges.
Good listening skills and able to direct individuals.

Additional Training & Certifications (Preferred)
Customer service
Ticketing IT System

Computer skills
Should have working experience of using Microsoft Excel, Word and power point presentation.
Should be well versed on using computers/ laptops.
Any Ticketing system (Preferred)

Performance Evaluation
Performance of the job role and responsibility is evaluated on the following set Key Result Areas (KRA)
SLA.
Planned Maintenance
Escalations