Service Engineer

3 days ago

Pune, Maharashtra, India Etenico Technologies Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Position – Service Engineer – CFC

JOB DESCRIPTION

Educational Qualification:


•
Diploma in Mechatronics / Mechanical, BE (Mechanical)

Experience:
5+ yrs. of relevant experience

Area of responsibility

Our Customer Focus Cell is dedicated to delivering exceptional service and technical support to ensure the highest quality service for our clients. The ServiceEngineer plays a critical role in maintaining customer satisfaction and operational efficiency

Customer Support:

Serve as the primary technical support contact for customers.

Provide troubleshooting assistance, resolve technical issues, and offer effective solutions in a timely manner.

Ensure a high level of customer satisfaction through professional communication and support.

Regularly assess equipment performance and suggest improvements.

To generate spare business, up-gradation business and execute the same at customer place.

Technical Training:


• Train customers' teams on the operation and maintenance of equipment.


• Provide on-site or remote training to ensure that clients understand proper operation and safety standards.

Documentation & Reporting:


• Maintain detailed service records, including customer interactions, job status, and actions taken.


• Document and escalate unresolved technical issues to senior engineers or management.


• Provide reports on site visits, performance improvements, and customer feedback.

Collaboration:


• Work closely with the Customer Focus Cell team, engineers, and process team to address customer needs.


• Collaborate with the sales team for product recommendations and solutions.

Feedback & Improvement:


• Collect feedback from customers regarding service quality and report issues to management for process improvement.


• Identify areas where customer service can be enhanced and proactively propose solutions


• Integrate customer feedback with our existing business process.


• Help in getting competitor information on products, markets, etc.

Scope of Decision Making:


• Maintains and updates database on customer complaints, service provided, and response time and customer feedback to be relayed back to the seniors

Key Competencies:

Technical/Functional Competencies

Leadership Competencies


• Techno commercial knowledge of service


• Technical expert in trouble shooting


• Analytical ability


• Integrate customer feedback


• Communication


• Problem Solving


• Cross Functional Team Working


• Quality and Service Orientation


• Delivering Consistent Results

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