Team Leader/Service Specialist

JOB TITLE: Field Service Engineer Location: Gurgaon Your Role: The aim of a Sr. Service Engineer / Service Engineer is to work towards Handling of Customer Complain / Execution of Service Plan thus increase the Customer Satisfaction. He has to provide with Service and Technical Support towards their customers. The Sr. Service Engineer / Service Engineer has to maintain regular contacts with all customers and work towards building Customer Relationship by developing long time agreement with customers at all levels. He is responsible for proper utilization of Service Technician reported to him. To Succeed you will need: To look into the day-to-day functions of the service-related jobs and resolve day- to-day issues in the specified Territory / Customer Allocated in the region To Ensure Response Time. Guide service technicians to perform duties effectively. Handle the key account directly and ensure customer satisfaction Close Co-ordination with MVI and GI sales Team for proper execution of Service Plan agreed. To provide service to customers, discuss with them, make route cause analysis and give presentations to customer to improve life cycle of the Product. Customer Training / Education to ensure better up-time of the product. Ensure timely and effective execution of Service Plan. Close Co-ordination with Project team for timely execution of Installation of machine allocated to Service, Monitoring of On-Site Workshop in all respects oTurnaround time oSpare Parts availability oRoute Cause Analysis oCompetency Development of On-Site Technicians oMotivation and Man-power retention To be able to rectify problems and thus guide and train the Team Ensure "Safety Health and Environment" compliance at on site workshop as per Guideline Handle Customer Complain (Warranty/ Goodwill/ Others) and ensure proper logging into SQR data base Find out the red flags and analyze the root cause for failures. Other duties as assigned. KEY DELIVERABLES: Customer satisfaction- internal and external customers Lead time. Response time. Turn around time. Mapping of Installed base for Service Potential Efficiency and Utilization of Service Technicians Spares Part Availability at On Site Workshops Preparation and Execution Plan of AMC's Service and Job Completion reports Installation Reports. Help sales to get repeated business. Control service assets available in Region Monthly Reporting on the Operation / on site Workshop / Hrs. Utilize for Internal Invoking. Adherence to Business Code of Practice Skills : Presentation Negotiation Attributes : Goal & result orientation Customer focus Planning and organizing Flexibility Influencing others .