सर्विस इंजीनियर

The primary responsibility includes attending to and resolving Customer Complaints, carrying out any preventive maintenance and also carrying out Installations Orders as per

requirements in a timely manner for the allocated product(s) in the assigned geography /

customer locations

 Receiving, understanding and acknowledging the Customer Complaints as assigned by the

Help Desk or as directly reported by the Customer over call

 Logging any such directly reported customer calls into the CRM immediately

 Scheduling the complaint call visit depending upon the next earliest availability, priority,

travel time / route and applicable TAT / SLA for that customer & / product

 Confiirming the schedule with the customer's representative and updating the same in CRM

after due confirmation / request for change in schedule by customer

 Visiting the customer location for attending to the complaint in a timely manner as per the

decided / assigned schedule

 Attending to the Customer Complaint and following the steps mentioned in the 'Checklist for Complaint Field Visit' in the CRM Mobile Application - This includes capturing the current

condition of the machine and installation, ascertaining the Machine Serial No., its Ownership, SLA, applicable AMC, etc. and later attending to / troubleshooting and / repairing the machine as per complaint and resolving the same as per allocated TAT. This also includes establishing the probable Root Cause(s) of this complaint and recording these in the CRM

 Undertaking Preventive Maintenance activities as per Preventive Maintenance Checklist if

offered under an AMC to any customer in the assigned geography in a timely manner

 Carrying out Installation, Testing & Commissioning activities as per assigned schedules in a timely manner at the customer locations as per Installation Checklist and as per Installation Orders

 Providing Demo / Training to the customer representatives after due installations / as may be required and recording their feedbacks in CRM

 Keeping up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner

 Maintaining daily communications with customers to ensure resolution and proper follow-up

 Maintaining the Spares & Consumables Inventory in order

 Timely requesting / ordering of Spares & Consumables from nearest Stores assigned or the

Central Stores at HO in order to maintain the stipulated Min. Stock Levels of Items or for any

shortfall items well before time to facilitate timely availability

 Returning through courier any spares meant for repairs / refurbishment after due

identification / tagging, to the nearest Stores / Central Stores at HO on a periodic basis

depending upon the volume of such accumulated spares

 Ensuring to raise Bills on Customers in a timely manner, Ensuring timely recovery of

payments from customers and minimizing bad debts.

 Entry in CRM / BTS on a regular basis

 Ensuring on-time submission of supporting documentation as may be required

 Submitting Expense Reports to the concerned reporting managers as per organization's

policies for further approval & / processing

 Reporting & / providing any potential / leads and / competition / market intelligence in the

assigned geography / customer location to the reporting manager to enable them take

appropriate actions in the benefit of the organization

 Taking upgrade trainings on a period basis on the various product features and /

troubleshooting guidelines to improve skills

• इस फुल टाइम मकैनिक Job में 0 - 2 वर्षो का अनुभव वाले उम्मीदवारों की जरुरत है।