- To fulfill aftersales needs of customers in the assigned territory
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To Maintain response time & downtime as per the SLA to assigned customers.
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Accountable for instruments installation and Warranty service in the Field.
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Accountable for Billable service and promote the service contracts.
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Accountable for Accessories & generating lead for Consumables sales.
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Develop and deliver a productivity strategy that contributes quarterly impacts to the business.
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Deliver actionable data driven insights to explore new areas of operational excellence.
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Ensure all in-field activities are carried out safely complying with company environmental Health & Safety (EHS) guidelines and procedures.
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Perform field service as advised by the Group Leader, carrying out repairs, maintenance and installation of instrumentation and their accessories.
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Provide highly visible customer support through the performance of on-site installation, troubleshooting, service, and repair of complex equipment and systems.
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Develop Junior Engineers on handling equipment’s and customers.
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Execute preventive maintenance calls as scheduled.
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Align personal working practices with the department’s performance targets.
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Actively demonstrate compliance with all team targets.
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Maintain personal service spares issued and inventory records to the highest standard.
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Ensure all anomalies are quickly and effectively reported and resolved.
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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.
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Make returns of all fully completed service documentation, Service Reports, Expenses Claims, daily.
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To ensure that quality standards are maintained while servicing the equipment.
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To maintain good communication at all relevant levels of customer organization.
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In case, customer gives poor rating while taking feedback about our services, necessary support must be taken from colleagues and ensure that customer complaint is resolved.
Knowledge Management
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To continuously update the technical knowledge of products.
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To develop applications knowledge.
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To develop soft skills related to communication, selling and customer management.
Cross functional support
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To support all colleagues as and when necessary, aligning to objectives of organization growth.
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To help Service Sales by following up on contract status, Account Receivables and promoting Upgrades/Accessories/Consumables.
Basic Qualifications
Education: Any graduate/postgraduate preferably Science
Required work experience:
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Should have more than 6-10 years of experience in the relevant field.
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Experience in a Customer Service Environment
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Background in Electronics preferably gained in a high technology service.
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environment, with an understanding of analytical or clinical instrument applications.
Competency Required:
Strategic Perspective:
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Provides innovative growth ideas.
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Collaborates well across PKI.
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Develop Service coverage and sales plan (customers)
Leadership:
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Provides inspirational leadership.
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Strong communication/presentation skills
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Attracts/develops/retains high potential/ performing teams.
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Collaborates well with all PKI organizations
Preferred Characteristics
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Resourceful and resilient in achieving goals, focused on achieving results
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Enthusiastic
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Proactive mindset with strong sense of responsibility and ownership
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Creates and maintains effective customer relationships.
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Ability to communicate in a professional manner with customers on all levels, providing service information, technical data, and general help as necessary.
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Ability to communicate internally, orally and in writing.
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Negotiating and influencing skills
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Understanding of excellent Customer Service
