Customer service engineer

2 days ago

Vadodara, Gujarat, India PerkinElmer Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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 4-6 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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