Service Engineer

Job Title: Servicing Engineer

We are seeking a skilled and experienced Servicing Engineer to join our team. The ideal candidate will be responsible for ensuring the successful operation of our field services, providing timely resolution of complaints, and training operators to optimize equipment performance.

The role requires proactive communication with clients, continuous improvement of existing processes, and ensuring the smooth execution of preventive and breakdown maintenance tasks at various field locations. Key responsibilities include managing O&M projects, coordinating with internal teams, and responding to client complaints in a timely and efficient manner.

• O&M Project Management:
• Manage and oversee the operations and maintenance (O&M) projects, ensuring all aspects of service delivery are met efficiently and in line with customer requirements.
• Coordinate with internal teams to ensure timely execution of O&M tasks across all field sites.

Complaint Resolution:

• Respond to client complaints and service issues in a timely and efficient manner, minimizing downtime and ensuring quick resolution.
• Ensure that all complaints are logged, tracked, and addressed within the defined service level agreements (SLAs).
• Analyze recurring issues or complaints and work towards identifying root causes.
• Implement corrective actions and preventive measures to reduce the recurrence of the same complaints and improve overall service performance.

Operator Training:

• Perform troubleshooting activities to resolve technical issues faced by operators.
• Provide hands-on training to operators on the proper operation, maintenance, and troubleshooting of equipment and systems, ensuring that they are well-equipped to handle day-to-day challenges.
• Evaluate operator's performance, prepare job descriptions, and communicate with them.
• Increase operator efficiency to ensure maximum productivity.

Client Communication:

• Maintain open and effective communication with clients to understand their concerns, provide updates, and gather feedback on service quality.
• Use client feedback to improve service delivery, ensuring high levels of customer satisfaction.
• Build relationships with each client to retain them and aim for long-term contracts.

Preventive and Breakdown Maintenance:

• Oversee and ensure proper execution of preventive maintenance tasks according to the maintenance schedule.
• Effectively manage breakdown maintenance, ensuring that issues are addressed quickly to minimize operational downtime.

Record Keeping:

• Maintain accurate records of all preventive maintenance work conducted, ensuring detailed logs are updated regularly.
• Document the work performed during breakdown maintenance and keep track of any modifications or repairs made.
• Track profitability and take necessary action to augment it.

Manpower Handling:

• Oversee and manage the field service team, ensuring adequate manpower allocation for service tasks.
• Provide guidance and direction to field operators, ensuring they adhere to safety standards and operational protocols.
• Ensure proper deployment of manpower to meet site-specific requirements and customer needs.
• Ensure compliance at all levels and optimal job satisfaction among operators.

Upgradation and Skill Development:

• Self-knowledge upgradation on industrial effluent and large-capacity STPs.
• Act as a helping hand to the O&M sales team on the technicalities of small, medium, and large-size plants.
• PUSH Existing contracts to convert into fully automatic STPs to reduce manpower requirement.
• Maintain statistical analysis on upcoming projects under commissioning and tap them for expanding O&M business.
• Maximize the use of software to reduce manual work.

Requirements:

• In-depth knowledge of preventive and breakdown maintenance processes.
• Strong understanding of electrical systems, components, and safety standards.
• Experience in managing field teams and coordinating manpower for service delivery.
• Ability to handle multiple tasks, work independently, and manage time effectively.
• Willingness to travel to field sites.
• Able to address urgent issues and complaints during service hours and outside of regular office hours, as needed.
• May require working in diverse environmental conditions and at remote locations.
• Problem-solving skills.
• Ethical and confidential approach.
• Good communication skills.
• Efficient decision-making skills.
• A go-getter with a proactive approach.
• Continuous training for the team.
• Identify skills and upgrade team members' efficiency.