Customer service engineer

Swiss Newater India Pvt. Ltd Job Description and Responsibilities of Customer Service Engineers  Diploma/ BE/ MSc Instrumentation/Electronics from reputed institute or university.  3 – 4 years of Experience in handling Service in either Water Cooler, Water Purifier, RO plant systems, Control Panels or Instrumentation Panels  Preferable experience in: o Water Quality Dispenser, o Water filter and o Water Treatment Machines.  Sound Knowledge in PLC based product testing, pumps, motors and valves.  Experience in on-field customer service.  Experience in use of Scada and other remote communication software  Excellent Written and Communication skills.  Ready to travel extensively.  Will report to the Customer Sales Manager.  Will have a techno-commercial profile who will handle sales and service calls.  Should have own vehicle. Responsibilities:  Take handover of machine from production team by ensuring the quality check before dispatch.  Liaise with distributor to finalize installation of machine at customer including selecting location with roof cover and ventilation, ensuring water quality, water supply, electricity and Wi-Fi.  Maintain weekly calendar or schedule in google calendar with customer name and location.  Install and commission HydroCleaner machines and other machines developed by Swiss Newater India Ltd. at customer's place and service the machine as and when required.  Train customer facility management to use the machines and solutions from HydroCleaner machine.  Train the maintenance team of the customer, (electrical, plumbing, IT) with the machine to handle primary problems of the machine.  Ensure proper use of the solutions and effective cleaning of each recipe.  Maintain close relationship with customer. Visit once in 15 days each customer, to ensure to keep the machine up and running in his territory.  Ensure proper water quality, electricity and working environment (ventilation) is maintained for the machine.  Maintain tool kit needed to repair and monitor the machines.  Maintain spare parts to do quick repair jobs at customers place.  Use Remote monitoring tools of HydroCleaner machine to keep informed about any potential problems.  Answer phone calls from customer facility and maintenance team to quickly troubleshoot and solve problems faced by customer.  Raise ticket in the customer service system if the problem is not resolved by customer.  Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.  If issue not resolved with the help of maintenance team of customer, escalate matter to Customer care manager for technicians to be sent to customer for repairs.  If problem not resolved, contact the production team via customer service manager and manage the dispatch of the machine to head office and ensure quick return back to the customers place with permanent resolution.  Ensure filling of installation check list and Minutes of Meeting (MOM) with all stake holders of customer and distributor.  For Demo installation, visit the customer once in 3 days to ensure the proper use and satisfaction of the customer.  Handle product recalls after demo or sales with proper packaging and transportation.  Daily report to Customer Service Manager  Prepare product or service reports by collecting and analysing customer information  Contribute to team effort by accomplishing related results as needed  Identify and assess customers' needs to achieve satisfaction  Build sustainable relationships of trust through open and interactive communication  Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure solution  Keep records of customer interactions, process customer accounts and file documents, Help in filing the sales admin all the MOM, reports and expenses  Follow communication procedures, guidelines and policies  Go the extra mile to engage customers  Resolve customer complaints via phone, email, mail or social media  Answer questions about warranties or terms of sale  Get the service agreements signed off from the customer.  Suggest solutions when a product malfunctions to the R&D team  Close out or open call records  Compile reports on overall customer satisfaction and generate Reference Letters.  Ensure all travel and other expenses are submitted to the sales admin on a weekly basis.