Service Engineer

JOB DESCRIPTION OF SERVICE ENGINEER

Position / Job Title
Service EngineerDesignationService EngineerFunctionServiceDepartmentServiceReporting To (Title)Area Service Manager OR Branch Service Manager
Job Responsibilities:

KPI/KRA/ Goals Setting

• Provide prompt & efficient service to customers for the printers supplied by the company and are under warranty / AMC.
• Ensure immediate response & low resolution time for all such printers.
• Take technical guidance/ help timely, in resolving customer issues, if any.
• Efficiently demonstrate the printers to Customer and its operators.
• Installation of printers to be effectively done, to avoid break downs due to improper installations.
• Raise requisition for correct spare after proper diagnosis and to obtain such spare from reporting office without losing much time for warranty/ CAMP printers.
• To promptly return the defective spare part used for warranty/ CAMP printers.
• Safely stock & maintain spares inventory issued by the Company & ensure all such spares are in working condition always.
• Ensure AMC/ spare quotes are sent to customers for the respective territory through office promptly & escalate in case of abnormal pendency.
• Regularly update on technical briefings and bulletins and periodically upgrade the technical and commercial skills.
• Ensure diligent follow ups for business in terms of AMC/CAMP & Filter sales etc.
• Guide customers regarding stocking of consumables.
• 100% adherence on installation standards and ensure the same is maintained as long as it is under CPL obligation.
• Follow customer given safety norms whilst in their premises & maintain discipline.
• 100% compliance to guidelines given by the superiors from time to time.
• Develop good rapport / relations with customers.
• Timely submit service reports/ monthly reports alongwith travel expenses and provide feedback as per prevalent system to office/ seniors regarding service calls status on real time basis.
• Ensure proper upkeep of tool kit on regular basis.
• Should be well dressed, tidy & presentable when on duty.
• Should have a mobile in working condition round the clock & attend promptly customers calls on mobile.
• Should be prepared to attend service calls beyond office hours, in case of any emergency & situation demands.
• Undertake frequent upcountry travelling & sometimes even at short notice. Should atleast own a two-wheeler.
• Serves existing accounts by analyzing work orders; planning daily travel schedule; investigating complaints; conducting tests; resolving problems.
• Establishes service by studying system requirements; ordering and gathering components and parts; completing installation; performing acceptance tests.
• Maintains rapport with customers by examining complaints; identifying solutions; suggesting improved methods and techniques; recommending system improvements.
• Keeps personal equipment operating by following operating instructions; troubleshooting breakdowns; maintaining supplies; performing preventive maintenance; calling for repairs.
• Documents service and installation actions by completing forms, reports, logs, and records.
• Maintains customer confidence by keeping service information confidential.
• Updates job knowledge by participating in educational opportunities; reading professional publications.
• Accomplishes operations and organization mission by completing related results as needed.

Desired QualificationsGeneral Academic
(Field of Study)Professional1Diploma/ B. Tech ( electrical, electronics, instrumentation)Engineer
Desired SkillsBehavioural SkillsProfessional SkillsService Engineer

• Public Speaking skills
• Presentation Skills
• Demonstration Skills
• Q&A Skills
• Competitive Analysis Skills
• People Skills
• Sales Skills
• Team work
• Organisational skills
• Analytical skills
• Strong technical skills
• Commercial awareness
• Personal skills
• Service Skills

Work ExperienceManagerialTechnicalTotal
Years At least 2 years Industry/Area Printing/Packaging/industrial equipmentAge 24 years -27 yearsAny Other Communication skills/pleasing personality/self starter/positive attitude/ Should own a motorcycle
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Version Control Sheet

DateVersionPrepared ByReviewed BySigned off ByJanuary 27, Human Resources Signature

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Hays Model JD-Sales Engineer Ver. 1.0
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