Field Service Engineer

Job Description

Why Ample: We value our team members, and you can look forward to Humane work environment with strong focus on people well - being Work Culture that is growth oriented and fun Continuous learning - on the job as well as through programs, and mentoring Compensation in line with the best in the industry Ample is a 28 years old organisation. What does it mean for you? We are a stable organisation with over 28 years of experience in SI / IT - in an environment where companies rarely cross 10 We have built trusting relationships - with team members, customers and partners, several of them for over a decade, and many over two decades. We have navigated diverse challenges, disruptions and have navigated them all, and emerged triumphant. The foundation for future growth is on the following foundations Globally revered brands in partnerships with Ample - in the enterprise and retail industry You would be representing a brand that the market has revered and valued over two decades We aspire to grow at a trailblazing pace over the next 5 years, and reach USD 1 Billion. This will need leaders who can take the mantle of responsibility towards this opportunity. Our current enterprise base of 1500 customers is spread across the country and will become the core of our growth engine We live our vision and values Our customers and team members experience this every day, making it a place to be for anyone engaging with us We have an open culture where people are expected to focus on what-is-right instead of who-is-right. Feedback, suggestions and comments are encouraged, and acted upon. Anyone can speak to anyone in the organisation. Key Responsibilities: 1. Repairs Management: Ensure all repairs are completed within the stipulated 4-day Turnaround Time (TAT). Maintain high accuracy in repairs, with zero deviations and no debits on tools. Exclude consumables from damages on maintained tools. 2. Apple Care Service Excellence: Uphold a score of 95+ in Apple Care Service Excellence Metrics. Stay current with all relevant information, including Apple Service News, Apple Service Guide, and Apple Articles. 3. Customer Satisfaction (CSAT): Gather and analyze feedback from both Apple and Ample clients to enhance service quality. Strive for excellence in customer service, aiming for high CSAT scores. 4. Additional Responsibilities and Project Support: Provide support for new projects applicable to all Residential Engineers / Onsite Engineers Assist with on-site calls and address issues promptly and effectively. 5. Timely Escalation and Responsiveness: Promptly escalate issues to users/IT team of clients and Ample. Respond to external and internal emails and messages in a timely manner. 6. CRM 3 SOP Management: Accurately document repair notes, diagnoses, CompTIA details, repair images, and updates in the analysis. Handle L1 declined cases efficiently and in a timely manner with proper documentation. 7. Compliance and Quality Assurance: Adhere to ESD precautions and maintain impeccable workbench neatness. Achieve zero deviations on audits performed at client locations by the Team Lead. Ensure 100% process adherence, including certification, periodic skill technical evaluation, and KBB validation notification. 8. Team Collaboration and Professionalism: Maintain punctuality and exhibit professional behavior within the team and with clients. Foster positive interactions with customers and stakeholders. Adhere to grooming standards to present a polished and professional image. 9. Engineer Certifications & Learning Skill Development: Pursue relevant certifications to enhance technical expertise and stay updated with industry standards. Engage in continuous learning and skill development to adapt to evolving technologies and methodologies. 10. Zero Escalation Assurance: Ensure there are zero escalations from clients, demonstrating competence in issue resolution. 11. Grooming and Punctuality: Maintain a professional appearance and adhere to grooming standards. Demonstrate punctuality in attendance and meetings. Knowledge and Skills: In-depth understanding of service processes Knowledge of computer hardware and software is a plus Familiarity with consumer behavior principles Excellent communication skills with the ability to build trusting relationships Proven ability to perform well in fast-paced environments Flexibility to work various shifts and locations Strong technical proficiency Capable of handling customer queries with a focus on customer satisfaction Self-motivated and goal-oriented