Job Description

Roles and Responsibilities :


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 there 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, on a daily basis.

a. To ensure that quality standards are maintained while servicing the

equipment.

b. To maintain good communication at all relevant levels of customer

organization.

c. In case, customer gives poor rating while taking feedback about our

services, necessary support has to be taken from colleagues and

ensure that customer complaint is resolved.

• Knowledge Management


d. To continuously update the technical knowledge of products.

e. To develop applications knowledge.

f. To develop soft skills related to communication, selling and customer

management.

• Cross functional support


g. To support all colleagues as and when necessary aligning to

objectives of organization growth.

h. To help Service Sales by following up on contract status, Account

Receivables and promoting Upgrades/Accessories/Consumables.