Field Service Engineer - Operations & Maintenance (2-6 yrs)
Job Description :
Service Operations :
- Provide relevant inputs for weekly, monthly, quarterly and annual service planning
- Ensure timely return of loan stock, proper maintenance of toolkits and request for new tools acquisition, etc.;
- Support cluster level demand planning by providing accurate inputs on spares requirement, etc.
- Identify out of warranty customers and guide them on annual maintenance contract options to drive service revenues
- Identify opportunities to increase service revenues through AMCs, Support sales teams with leads from existing customer on upgrades, cross sell, etc.
- Drive discipline around usage of support technologies like CRM, ERP, Order processing, etc. for self to enable tracking and analysis of individual and team performance
- Track and report key performance metrics like MTTR, Customer Satisfaction, lead generation, service /spare part sales, etc. at an individual level
- Develop self through continuous learning to be able to meet market and client needs Stakeholder / Vendor Management
- Maintain professional relationships with existing customers to identify areas of improvement, upgrades, cross-sell, new product opportunities, etc.
- Collaborate with the other teams within the division (Application team, Measurement team, etc.) to ensure timely support for service team to effectively resolve customer grievances
Development :
- Follow a culture of continuous improvement and learning
- Demonstrate a self-directed and high-performance culture
