Job Description – Field Service Technician (Samsung Authorized Service Centre)
Position: Refrigerator, Washing Machine and Microwave Field Service Technician
Location: Gurugram, Haryana
Job Summary:
The Field Service Technician is responsible for providing on-site installation, diagnosis, repair, and maintenance services for Samsung products. The technician ensures timely service delivery, customer satisfaction, and compliance with Samsung service standards.
Key Responsibilities:
- Visit customer locations to diagnose, troubleshoot, and repair Samsung products.
- Perform installation, maintenance, and preventive service as per Samsung guidelines.
- Identify faulty parts and replace them using genuine Samsung spare parts.
- Complete service calls within the prescribed Service Level Agreement (SLA).
- Update service status, repair details, and customer feedback in Samsung service applications.
- Maintain proper documentation of service reports and parts used.
- Ensure high First-Time Fix Rate (FTFR) and minimize repeat visits.
- Explain product usage, maintenance, and warranty terms to customers.
- Handle customer complaints professionally and escalate unresolved issues when necessary.
- Follow Samsung's safety procedures and quality standards during all service activities.
- Maintain company tools, equipment, and spare parts in good condition.
- Achieve assigned productivity, quality, and customer satisfaction (CSAT) targets.
Required Qualifications:
- ITI, Diploma, or Graduate in Electronics, Electrical, Refrigeration & Air Conditioning, or a related field.
- 1–3 years of experience in servicing consumer electronics or home appliances.
- Freshers with relevant technical qualifications may also apply.
Required Skills:
- Knowledge of troubleshooting and repairing Samsung products such as TVs, Refrigerators, Washing Machines, Air Conditioners, Microwave Ovens, and other home appliances.
- Basic understanding of electrical and electronic circuits.
- Good communication and customer service skills.
- Ability to use smartphones and service applications for job updates.
- Valid two-wheeler driving license and own vehicle (preferred).
- Willingness to travel within the assigned service area.
Working Conditions:
- Field-based role with daily travel to customer locations.
- Six-day working week.
- May be required to work on weekends and public holidays based on service requirements.
Performance Indicators (KPIs):
- Service call completion within SLA.
- First-Time Fix Rate (FTFR).
- Customer Satisfaction (CSAT).
- Productivity and attendance.
- Repeat repair rate.
- Compliance with Samsung service policies and quality standards.
Pay: ₹10,728.76 - ₹24,153.54 per month
Work Location: On the road
