Job Description

- Perform pre-sales demo and post-sales demo using various modes like phone/ Skype/ physical demo depending on the client location and reach- Perform hands-on on-site troubleshooting, service and repairs- Provide high level of technical support to external customers at their location- Provide on-site training to the customers on how to use our products and on their proper maintenance- Create and maintain service information in the company database- Communicate with the customer to ensure satisfaction and implement any necessary corrective actions - Capture customer voice / feedback and maintain a database- Install and operate machinery at test sites to make sure the product is working properly and poses no danger to the end users and other employees- Periodic inspection on the demo machine in order to diagnose faults and accordingly perform their rectification- Maintenance and management of the demo machines- Arranging for faulty machine pick-up at customer site through FedEx- Spare part management and record keeping- Maintenance of the tool kit and proper handing it over- Demo scheduling- Managing customer chats through Zoho CRM- Handling customer queries and complaints and escalating the issues to the senior in case of severity- Generating leads and forwarding them to the Sales team- Managing sales of the accessories and AMC- Making happy calls, referral calls, buyback calls to the customers- Service Centre upkeep- Contributing to service literature change notes and training material- Develop Service technical documentation and reports on daily/weekly/monthly basis- Miscellaneous other duties commensurate with the capabilities of a Service Engineer- Working knowledge and ability to test and troubleshoot electrical analog and digital circuits- Ability to communicate technical information to people who are not familiar with engineering terms and industry jargon.- Ability to work under minimum supervision- Experience in service and maintenance of robotic equipment- Working knowledge of MS Office, Excel- Strong people skills- Strong communication (verbal and written)- Expertise in Programmable Logic Controllers (PLC) / Automation- Exposure in Equipment Maintenance- Prior experience in Customer Service- Experience in doing root cause analysis of the problems - Good practical knowledge and implementation of skills - Basic IT skills- Analytical Ability- Prior experience in product demonstrations- Ability to document the work into structured reports - Prior exposure in customer care service - An understanding of health and safety, and electrical waste regulations (ref:updazz.com)

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