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    Service Engineer - Pune, India - BioTalent Search Private Limited

    BioTalent Search Private Limited
    BioTalent Search Private Limited Pune, India

    4 hours ago

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    Description

    We are currently recruiting for a European multinational corporation specializing in the manufacturing of process equipment and skids.

    Role Specification

    Role Title: Service Engineer

    Role Purpose: Providing aftersales service & technical support to customers.

    Department: DTA- Sales

    Location: Pune

    Qualification: Diploma / BE Mechanical.

    Experience: 2-4 Years

    Preferred Industry: Food & Pharma Industry, Manufacturing of SPM etc.

    Responsibilities & Key Result Areas (Impact on Business)

    Customer claims handling- In-House

    • To acknowledge & reply customer complaints & service requests raised by the customer.
    • To inspect received components for service & send initial inspection reports to the customer.
    • To plan repair actions & recommend required spare parts.
    • In case of warranty claims, to seek approval of department head for FOC order processing of required spare parts.
    • To prepare spares & service quotations in matrix in case of service enquiry requests.
    • To submit quotations & initial inspection reports to the customer.
    • To intimate the "Sales Support Dept" for creating sales orders (FOC / Chargeable).
    • To repair received products following standard assembly procedure.
    • To carry out successful testing / trial (at the customer end) of the repaired product & seek customer feedback of the repaired product.
    • To intimate the logistic department for the dispatch of repaired products.

    Customer complaint handling- Product service at site

    • To decide & plan service visits with an intimation to the customer.
    • To plan repair actions at the site & recommend required spare parts.
    • In case of warranty claims, to seek approval of department head for FOC order processing of required spare parts.
    • To submit quotations to the customer.
    • To intimate the "Sales Support Dept" for creating sales orders (FOC / Chargeable).
    • To intimate the logistic department for the dispatch of spares.
    • To visit customers for the repair of products.
    • To repair products at the site following the standard assembly procedure.
    • To carry out successful testing / trial of the repaired product & seek customer feedback of the repaired product.
    • To prepare & share service reports.

    Online technical support to customers

    • To provide technical support to customers either through video calls or voice calls.
    • To extend support to customers for installation, servicing & change in process (increase or decrease of capacity).

    Update claim information in ERP

    • To take care of all activities (independently or through sales team) related to opening of a claim to its closure through communications & in ERP as well.

    Product installation support

    • To extend technical support for the installation of newly supplied products by visiting the customer site or virtually.

    Product Demonstration

    • To conduct product demonstration / trial at the customer end.

    Spares business

    • To provide technical support to sales team & dealers for spares business.
    • To visit customers for the generation of enquiries for Spares Business with OEM customers & End Customers.
    • To send spares quotations to customers.

    Others

    • Any other responsibilities or activities related to service support & Spares business aspects.

    Knowledge & Skills required

    • Technical skills to repair, install components like pumps, valves, mixers, etc.
    • Troubleshooting & Problem-solving ability.
    • Customer service - Assisting customers by answering their queries to resolve problems.
    • Good communication skills to coordinate with customers & collaborate with the internal team.
    • Ability to travel on short notice.

    Responsibility & Authority

    Responsibility:

    1. Customer complaint handling
    2. Processing service requests.
    3. Providing technical support to customers.
    4. Related documentation & ERP work.

    Authority:

    • To execute the work as per the above-mentioned profile with reporting managers' permission.
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