Service Engineer

7 days ago

Bengaluru, Karnataka, India Stamp IT Robotai & Solutions Pvt. Ltd. Full time ₹ 2,00,000 - ₹ 3,00,000 per year

Job Title: Service Engineer

Department: Service

Location: Bengaluru (Travel to customer locations)

Eligibility: Diploma or Bachelor's degree in Electrical, or Electronics

Primary Purpose of the Role:

To travel to customer locations for machine installations, service support, and complaint resolution. The role is responsible not only for technical problem-solving but also for maintaining strong customer relationships and representing the company's image professionally.

Key Responsibilities:

Customer Support & Communication:

  • Assist customers in operating machines and using company services.
  • Communicate professionally via phone, email, or in person.
  • Provide technical advice and ensure customers understand maintenance procedures.
  • Encourage customers to opt for Annual Maintenance Contracts (AMC).

Problem Resolution:

  • Diagnose issues thoroughly to identify root causes and prevent recurrence.
  • Aim to resolve service tickets within 24 hours.
  • Solve issues remotely or over the phone when possible.

Product Knowledge:

  • Maintain complete knowledge of all machines, accessories, spares, software, and services offered.
  • Support sales team with product demonstrations and automation-related applications.

Documentation & Reporting:

  • Keep daily records of service visits and customer interactions—either in physical format or ERP (when available).
  • Share visit updates and technical insights with the service manager and relevant sales staff.
  • Report competitive intelligence, technical feedback, or operational issues noticed at the customer site.

Customer Conduct:

  • Remain calm and professional, even in difficult customer situations.
  • Avoid confrontations, abusive language, or unethical behavior.
  • Report any customer abuse or disputes to the service manager.

Integrity & Ethics:

  • Do not engage in manipulative practices, such as tampering machines for spare sales.
  • Collect payments (if applicable) honestly and report immediately to the service and accounts teams.
  • Never use unauthorized or unprofessional methods for service tasks.

Sales Support:

  • Provide input to sales teams to avoid miscommunication or misquoting.
  • Share a list of recommended spares during installation and encourage customers to stock them.
  • Help in payment follow-ups during visits.

Application & Demonstration:

  • Conduct application marking on samples based on customer needs.
  • Record application demo videos (with customer's consent) and share them with the marketing team.
  • Collect defective parts for internal analysis or exhibitions when needed.

Additional Expectations:

  • Be available and responsive to service-related calls and assignments.
  • Stay in constant communication with the service manager regarding work status and daily schedules.
  • Be adaptable to changes in plans and inform stakeholders promptly.
  • Maintain a high standard of personal and company representation in every customer interaction.

.

Job Type: Full-time

Pay: ₹200, ₹300,000.00 per year

Benefits:

  • Cell phone reimbursement
  • Provident Fund

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