Associate Customer Support Engineer

4 weeks ago

Vadodara, India PerkinElmer Full time

Main responsibilities

·

To fulfill needs of customers in the assigned territory

  • Accountable for instruments installation and Warranty service in the Field.
  • Accountable for Billable service and promote the service contracts. Accountable for Accessories & generating lead for Consumables sales

    Develop and deliver a productivity strategy that contributes quarterly impacts to the business.

    Deliver actionable data driven insights to explore new areas of operational excellence.

    • Ensure all in-field activities are carried out safely complying with company environmental Health & Safety (EHS) guidelines and procedures
    • Perform field service as advised by the Service Leader, carrying out repairs, maintenance and installation of instrumentation and there accessories.
    • Provide highly visible customer support through the performance of on-site installation, troubleshooting, service, and repair of complex equipment and systems.
    • Develop Junior Engineers on handling equipment’s and customers.
    • Execute preventive maintenance calls as scheduled.

      Actively demonstrate compliance with all team targets.

      • Maintain personal service spares issued and inventory records to the highest standard.
      • Ensure all anomalies are quickly and effectively reported and resolved.
      • Ensure that all tools and test equipment is adequate to perform service required, and that all test equipment issued is calibrated at the times
      • Make returns of all fully completed service documentation, Service Reports, Expenses Claims, on a daily basis.

        To ensure that quality standards are maintained while servicing the equipment.
        To maintain good communication at all relevant levels of customer organization.
        In case, customer gives poor rating while taking feedback about our services, necessary support has to be taken from colleagues and ensure that customer complaint is resolved.

        • Knowledge Management

          To continuously update the technical knowledge of products.
          To develop applications knowledge.

          f.    To develop soft related to communication, selling and customer management.

          Required work experience related to position

          Education

          Any graduate/ Diploma in Engineering preferably Electronics

          ·  Should have more than 6 years of experience in the relevant field.

          ·  Experience in a Customer Service Environment

          ·  Background in Electronics preferably gained in a high technology service

          environment, with an understanding of analytical or clinical instrument

          Special requirements/Skills/Attributes

             ·  Experience in Instruments like NIR , FTIR will be   preferable particualrly in Dairy, Food, feed and Agro commodities based Industries

          ·  Enthusiastic

          ·  Proactive mindset with strong sense of responsibility and ownership

          ·  Creates and maintains effective customer relationships

          ·  Ability to communicate in a professional manner with customers on all levels,

          providing service information, technical data and general help as necessary.

          ·  Good communication Skills

          ·  Negotiating and influencing skills

          ·  Understanding of excellent Customer Service

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