Job Description
Educational Qualification & Experience:
- Educational Qualification: Diploma in Mechatronics / Mechanical, BE (Mechanical)
- Experience: 3 - 4 Years
Job Context And Purpose
Area of responsibility
Job Objective
- Prompt customer services to achieve high customer satisfaction
- Meet aftermarket revenue targets for the business growth.
- Enhance customer engagement & create business opportunities.
Primary Responsibilities
Strategic and planning
- Support HOD-Service in execution of aftermarket strategy and increasing CES.
Job Requirements
- Work authorization for respective region.
- Willingness to travel to customer locations within the defined territory/region or as required to fulfil on site assignments. Occasional international travel required (primarily for onboarding and technical training at Indian based manufactured facilities).
- Valid Passport and Driver's License without limitations.
- Must be able to pass background checks and drug screens, as required.
Functional
Key Responsibilities
- Provide a consistently high and professional level of customer service to all internal and external customers.
- Perform all types of field service and quality related problems associated with the installation, commissioning, and qualification of processing & packaging machines/equipment.
- Interact with overseas engineering and manufacturing as well as local sales and operations.
- Provide on-site preventative maintenance on processing & packaging machines.
- Provide on-site training to customer personnel on the operation & maintenance of equipment.
- Provide support to other service engineers and/or technicians as directed.
- Provide support to internal stakeholders for Corrective and Preventative Action (CAPA)
- Represent & promote ACG's aftermarket customer support business through the recommendation of annual maintenance contracts, spare parts, machine upgrades, etc.
- Prepare and submit all required paperwork and reports in a timely manner.
- Provide feedback to local management and head office after customer site visits.
- Improve customer satisfaction with regular interaction.
- Collect information and inform internal stakeholders on customer trends and competitive machines.
Internal process
- Recognizing sales opportunities (Lead generation) and communicating the same to our sales TIC's through CRM platform.
- Integrate customer feedback with our existing business process and contribution in CAPA
- Help in getting competitor information on products, markets, etc.
People development
- Cross Knowledge sharing with internal team members. Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.
Key Competencies: Technical/Functional Competencies
(It will flow into Interview Assessment Form)
Leadership Competencies
(L-Compass as per grade)
- Techno commercial knowledge of service
- Technical expert in trouble shooting
- Analytical ability
- Integrate customer feedback
- To enter AMC Contracts
- Communication
- Problem Solving
- Cross Functional Team Working
- Quality and Service Orientation
- Delivering Consistent Results
