Engineer North Service, ACG Engineering

1 week ago

Baddi, Himachal Pradesh, India ACG World Full time

Job Description
Educational Qualification & Experience:

  • Educational Qualification: Diploma in Mechatronics / Mechanical, BE (Mechanical)
  • Experience: 3 - 4 Years

Job Context And Purpose
Area of responsibility
Job Objective

  • Prompt customer services to achieve high customer satisfaction
  • Meet aftermarket revenue targets for the business growth.
  • Enhance customer engagement & create business opportunities.

Primary Responsibilities
Strategic and planning

  • Support HOD-Service in execution of aftermarket strategy and increasing CES.

Job Requirements

  • Work authorization for respective region.
  • Willingness to travel to customer locations within the defined territory/region or as required to fulfil on site assignments. Occasional international travel required (primarily for onboarding and technical training at Indian based manufactured facilities).
  • Valid Passport and Driver's License without limitations.
  • Must be able to pass background checks and drug screens, as required.

Functional
Key Responsibilities

  • Provide a consistently high and professional level of customer service to all internal and external customers.
  • Perform all types of field service and quality related problems associated with the installation, commissioning, and qualification of processing & packaging machines/equipment.
  • Interact with overseas engineering and manufacturing as well as local sales and operations.
  • Provide on-site preventative maintenance on processing & packaging machines.
  • Provide on-site training to customer personnel on the operation & maintenance of equipment.
  • Provide support to other service engineers and/or technicians as directed.
  • Provide support to internal stakeholders for Corrective and Preventative Action (CAPA)
  • Represent & promote ACG's aftermarket customer support business through the recommendation of annual maintenance contracts, spare parts, machine upgrades, etc.
  • Prepare and submit all required paperwork and reports in a timely manner.
  • Provide feedback to local management and head office after customer site visits.
  • Improve customer satisfaction with regular interaction.
  • Collect information and inform internal stakeholders on customer trends and competitive machines.

Internal process

  • Recognizing sales opportunities (Lead generation) and communicating the same to our sales TIC's through CRM platform.
  • Integrate customer feedback with our existing business process and contribution in CAPA
  • Help in getting competitor information on products, markets, etc.

People development

  • Cross Knowledge sharing with internal team members. Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.

Key Competencies: Technical/Functional Competencies
(It will flow into Interview Assessment Form)

Leadership Competencies
(L-Compass as per grade)

  • Techno commercial knowledge of service
  • Technical expert in trouble shooting
  • Analytical ability
  • Integrate customer feedback
  • To enter AMC Contracts
  • Communication
  • Problem Solving
  • Cross Functional Team Working
  • Quality and Service Orientation
  • Delivering Consistent Results

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