Service Engineer

Job Description

JOB DESCRIPTION Educational Qualification & Experience: Educational Qualification: Diploma in Mechanical Engineering / BE (Mechanical) Experience: 5-6 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