Field Service Engineer

• Understanding the assembly and disassembly process for multiple products.
• Identify root causes for issues and relay it to the company.
• Speak to customers and understand where they face difficulties with respect to daily operations
• Understand the complete mechanical, electrical and electronic components and their functions
• Help the customer become self-sustaining
• Rectify issues on site and service the machines perfectly
• Address all customer queries at any point in time
• Build relationship with customers and create valuable relations in order to increase repeated sales and revenue generation by Spares/Service and AMC

Success Criteria -

• 90% of tickets raised are solved within Deadlines (SLA and TAT) and with 100% quality
• Builds on customer relationship and gets minimum revenue to the company
• Minimum 120-130 General visits to customer locations in the quarter to know machine condition and practical challenges /training support etc.
• Takes ownership of assigned work and follows up on the end resolution.
• Data tracking and escalation management of frequently repeated issues with proof and supporting documents.
• Customer retention and minimum 2 customer delights in the quarter (exceeding customer expectations)
• Actively participates in Demo, and AMC promotions and builds customer relationships. 

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•  Diploma in Mechanical/Electrical/Electronics. (Graduate/ITI Diploma)
• Minimum 2-3 years of experience in a field service role
• Has managed B2B and is aware of service metrics
• Excellent oral and written communication skills.
• Fluency in English is must with Hindi
• Willing to work alone or with a team and flexible to travel across city/ region.
• Excellent problem-solving abilities and inter personal skills.
• Must be flexible with off/work timings and ready to work on Holiday’s, weekends as well.
• Flexible for traveling and working in different locations as this needs to manage Karnataka and with few International customers
• Bike is Must For field service Engineer.