Job Description

? Understanding the assembly and disassembly process for multiple products.

? Identify root causes for issues and relay it to the company.

? Speak to customers and understand where they face difficult with respect to daily operations

? Understand the complete mechanical, electrical and electronic components and their functions

? Help the customer become self-sustaining

? Rectify issues on site and service the machines perfectly

? Address all customer queries at any point in time

? Build relationship with customers and create valuable relations in order to increase repeated sales and revenue generation by Spares/Service and Annual Maintenance Contract.

? Handle all locations/cities under their bucket and build strong team. Responsible for the regions performance and building machine data, performance reports and be SPOC for the region assigned and able to represent regions in management meetings and provide necessary data and action points

Success Criteria

1. 90% of tickets raised are solved within Deadlines(SLA and TAT)

2. Builds on customer relationship and gets minimum revenue to company

3. Minimum 120-130 General visits to customer location in quarter to know machine condition and practical challenges/training support etc.

4. Takes ownership of assigned work and follows up till end resolution.

5. Data tracking and escalation management of frequent repeated issues with proof and supported documents.

6. Customer retention and minimum 2 customer delights in quarter (exceeding customer expectations)

7. Able to prepare all required reports and understand business requirements and able to take decisions which is good for business.

Must (have):

? Diploma/ITI in Mechanical/Electrical Engineering

? Minimum 2 years of experience in a field service role

? Has managed B2B and is aware of service metrics

? Excellent oral and written communication skills.

? Fluency in English is must with Hindi/ Kannada

? Willing to work alone or with a team and flexible to travel across city/ region.

? Excellent problem-solving abilities and inter personal skills.

? Must be flexible with week off/work timings and ready to work on Holiday's, weekends as well.

Good to have:

1. Degree or advanced courses in Mechanical/Electrical field.

2. Hands on experience of client handling and team management

3. B2B and B2C service knowledge and Customer centric approach

4. Has prior experience of managing big accounts or reputed clients

5. Know multiple languages and can handle any situation

6. Reporting skills and getting things done from team Hiring Requisition Form

Job Types: Full-time, Permanent

Pay: ?8,157.53 - ?25,611.40 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Provident Fund

Schedule:

• Day shift
• Fixed shift

Supplemental pay types:

• Performance bonus
• Yearly bonus

Work Location: In person