Senior Service Engineer

We are looking for a motivated Senior Service Engineer to manage customer queries, complaints and service Issues

you should have strong customer service skills and enjoy working with people

You will also be asked to process spares orders, servicing, modifications, and escalate complaints across a number of communication channels

To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with Pro Audio Equipment s

Senior Service Engineer Responsibilities:

• Actively listening to customers and identifying their needs and responding promptly to customer inquiries/Complaints

• Quickly evaluate/inspect the machine under service and access the spares time required to service the equipment

• Placing indents for Spares /SRN/ Demo request at the earliest possible

• Resolving customer complaints / servicing within specified TAT Limit

• Knowing our products inside and out both operational and circuit functioning so that you can answer questions

• Communicating with the Manufacturer's Technical team for any technical clarifications required

• Documenting all Service issues and maintaining accurate technical records of all machines that came for service

• Provide data for recording/updating in CRM

• Obtaining feedback on the customer service process

• Managing and imparting technical knowledge and training to the junior Service Engineers

• Attend Inspection or service at Site/Manufacturer s Warehouse as and when required

Senior Service Engineer Requirements

• BE / Diploma in Electronics Communications or equivalent

• Basic computer networking knowledge to provide remote assistance

• Maintaining a positive, empathetic and professional attitude toward customers at all times ensures satisfaction and provides professional customer support

• Ability to stay calm when customers are stressed or upset

• Soldering / Desoldering Skills

• Repair skills in Pro Audio Equipment

• Conversant in Reading / Writing / Drawing Electronic Schematics

• Comfortable Thorough in usage of Electronic Test Measuring equipment

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