Field Service Technician

Attend and resolve customer service complaints related to ZeroB water purifiers and water treatment products within defined TAT.

Coordinate and conduct installation, preventive maintenance, breakdown service, and product demonstrations as required.

Visit customer locations to diagnose technical issues and provide appropriate solutions.

Ensure effective closure of service requests with proper documentation and customer confirmation.

Coordinate with the Service Manager, technicians, sales team, and other internal stakeholders for timely resolution of customer issues.

Monitor open service calls and ensure pending complaints are followed up and closed within the stipulated timelines.

Ensure proper usage and maintenance of service tools, equipment, spare parts, and consumables.

Identify recurring product/service issues and escalate them to the concerned team for corrective action.

Maintain accurate records of service visits, complaints, spare consumption, installations, and replacements.

Ensure adherence to company policies, service processes, quality standards, and safety guidelines.

Handle customer queries professionally and ensure a positive customer experience.

Support service revenue generation through AMC renewals, spare sales, and other applicable service opportunities.

Coordinate with customers for AMC renewals and ensure timely follow-up for service contracts.

Ensure collection of applicable service charges, AMC payments, or other customer dues as per company policy.

Provide regular updates to the reporting manager on service performance, pending complaints, customer concerns, and field activities.

Achieve defined service KPIs, including complaint closure, TAT, first-time resolution, productivity, AMC renewal, and customer satisfaction.

Key Performance Indicators (KPIs)