Customer Service Engineer

3 weeks ago

Vadodara, Gujarat, India PerkinElmer Full time
Job Description

- Responsibilities
- To fulfill aftersales needs of customers in the assigned territory
- To Maintain response time & downtime as per the SLA to assigned customers.
- 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 Group Leader, carrying out repairs, maintenance and installation of instrumentation and their 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.
- Align personal working practices with the department's performance targets.
- 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 specified.
- Make returns of all fully completed service documentation, Service Reports, Expenses Claims, daily.
- 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 must 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.
- To develop soft skills related to communication, selling and customer management.

Cross functional support

- To support all colleagues as and when necessary, aligning to objectives of organization growth.
- To help Service Sales by following up on contract status, Account Receivables and promoting Upgrades/Accessories/Consumables.

Basic Qualifications

Education: Any graduate/postgraduate preferably Science

Required work experience:

- Should have more than 6-8 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 applications.

Competency Required:

Strategic Perspective:

- Provides innovative growth ideas.
- Collaborates well across PKI.
- Develop Service coverage and sales plan (customers)

Leadership

- Provides inspirational leadership.
- Strong communication/presentation skills
- Attracts/develops/retains high potential/ performing teams.
- Collaborates well with all PKI organizations

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