Service Engineer

Role & responsibilities

A Service Engineer in the Service Department plays a critical role in ensuring customer satisfaction by handling the installation, commissioning, and maintenance of analytical instruments and accessories. Reporting to the Area Service Manager, the Service Engineer is responsible for executing warranty and AMC visits, promptly addressing breakdowns, and meeting turnaround times (TAT). The role also involves follow-up with customers and internal teams, achieving sales targets for accessories and consumables, and maintaining a high Customer Satisfaction (CSAT) score. The position demands technical expertise, customer-centricity, and a proactive approach to problem-solving.

Major responsibilities

• Installation and Commissioning
• Perform the installation and commissioning of analytical instruments and accessories at customer sites, ensuring proper setup, calibration, and functionality.
• Warranty, AMC, and Breakdown Services
• Execute warranty and Annual Maintenance Contract (AMC) visits
• Attend to breakdowns at customer sites
• Resolving issues promptly within the established turnaround time (TAT) to minimize downtime.
• Customer and Internal Coordination
• Maintain proactive follow-up with customers and internal support teams regarding service, maintenance, and sales of accessories/spares
• Ensuring smooth communication and timely resolution of issues.
• Documentation on SAP and Salesforce
• Accurately document service activities and fill up DAR reports timely after every visit on Salesforce
• Generating reports and managing MIS
• Sales and Revenue Generation
• Actively contribute to service-related revenue generation by achieving sales targets for accessories, consumables, and service contracts (AMC, ISP, CRM & Spares)
• Collecting new customer references to expand business opportunities.