Customer service Engineer

Key Responsibility

• To fulfill aftersales needs of customers in the assigned territory
• To Maintain response time & downtime as per the SLA to assigned customers.
• Accountable for instruments installation and Warranty service in the Field.
• Accountable for Billable service and promote the service contracts.
• Accountable for Accessories & generating lead for Consumables sales.
• Develop and deliver a productivity strategy that contributes quarterly impacts to the

business.

• Deliver actionable data driven insights to explore new areas of operational excellence.
• Ensure all in-field activities are carried out safely complying with company environmental

Health & Safety (EHS) guidelines and procedures.

• Perform field service as advised by the Group Leader, carrying out repairs, maintenance and

installation of instrumentation and their accessories.

• Provide highly visible customer support through the performance of on-site installation,

troubleshooting, service, and repair of complex equipment and systems.

• Develop Junior Engineers on handling equipment’s and customers.

· Execute preventive maintenance calls as scheduled. · Align personal working practices with the department’s performance targets. · Actively demonstrate compliance with all team targets. · Maintain personal service spares issued and inventory records to the highest standard. · Ensure all anomalies are quickly and effectively reported and resolved. · Ensure that all tools and test equipment is adequate to perform service required, and that all test equipment issued is calibrated at the times specified. · Make returns of all fully completed service documentation, Service Reports, Expenses Claims, daily. · To ensure that quality standards are maintained while servicing the equipment. · To maintain good communication at all relevant levels of customer organization. · In case, customer gives poor rating while taking feedback about our services, necessary support must be taken from colleagues and ensure that customer complaint is resolved. Knowledge Management · To continuously update the technical knowledge of products. · To develop applications knowledge. · To develop soft skills related to communication, selling and customer management. Cross functional support · To support all colleagues as and when necessary, aligning to objectives of organization growth. · To help Service Sales by following up on contract status, Account Receivables and promoting Upgrades/Accessories/Consumables.

Basic Qualifications

Education: Any graduate/postgraduate preferably Science

Required work experience:

• Should have more than 4-6 years of experience in the relevant field.
• Experience in a Customer Service Environment
• Background in Electronics preferably gained in a high technology service.
• environment, with an understanding of analytical or clinical instrument applications.

Competency Required:

Strategic Perspective:

• Provides innovative growth ideas.
• Collaborates well across PKI.
• Develop Service coverage and sales plan (customers)

Leadership

• Provides inspirational leadership.
• Strong communication/presentation skills
• Attracts/develops/retains high potential/ performing teams.
• Collaborates well with all PKI organizations