Job Description
JOB DESCRIPTION SERVICE ENGINEER 1. Responds to customer complaints 2. Evaluates and resolves problems of the customer. Troubleshoot and diagnose problems via phone, when issues cannot be resolved over the phone, customer service engineers respond to issues in person. demands. 3. Assists in installing the equipment 4. Analyses, inspects and reviews findings to determine the solution to the problem that the customer 5. Works alongside with technical sales engineers 6. Offer customer training for the product 7. Repairs, tests and maintains equipment, Monitors performance of the product 8. Keep & submit adequate and up-to-date reports that outline problems theyve resolved and how they fixed an issue. Provides customers with regular reports and feedback on their service requests. 9. Discuss service contracts-AMC with clients. Present the benefits of such contracts, negotiate renewal terms, and outline what services are attached to specific types of contracts. 10. Develops and maintains relations with customers 11. Reports common complaints of customers to top management in order to address the situation for future reference 12. Offer feedback on product development, features and functions to customer 13. Identify sales leads 14. Provide customers with technical expertise. 15. Maintain record & Follow up on quotes sent. 16. Collect PO from customer with all the terms & conditions with payment as per payment terms and submit the same to concerned TL for further processing. 17. Coordinate with concerned TL for Order Processing/ PI/ Dispatch etc till the material reached at customer site. 18. Reply all the queries/ mails etc. received from customer. 19. Feedback from customer after every visit. 20. Meet after-sales targets. 21. Maintain daily work reports of sites and manage records of warranty visits, AMC visits, and complaints etc. 22. Attend ongoing training events sponsored by company or machine manufacturers to stay up-to-date on the latest technology and repair options
