Job Description:
Coordinate with the Service Team, Sales Team, and Reporting Manager for all service support activities and ensure achievement of customer satisfaction objectives.
Provide timely and quality installation, commissioning, preventive maintenance (PM), breakdown maintenance (BD), qualification, validation, troubleshooting, and after-sales support for assigned products.
Achieve individual KPI/KRA targets and complete all assigned tasks within the defined timelines.
Handle customer complaints, escalations, and critical service issues and ensure timely resolution.
Develop and maintain technical expertise on assigned products through continuous learning and training.
Conduct customer training programs, product demonstrations, application trials, and user awareness sessions for assigned products.
Monitor the status of all installed instruments, including warranty, AMC, CMC, and service contract status, and follow up with customers for renewals and purchase orders.
Support sales activities by providing technical presentations, demonstrations, pre-sales support, and application discussions with customers.
Maintain complete service records, customer communication history, and issue logs for future reference and appraisal purposes.
Monitor daily call logs, service activities, pending calls, and field schedules to ensure effective service planning.
Ensure timely response to mails, customer queries, and management requests.
Update ERP systems accurately and maintain service documentation as per company SOP.
Submit daily, weekly, and monthly activity reports to the Reporting Manager.
Maintain DSO (Days Sales Outstanding) and support collection activities as per company guidelines.
Prepare and submit MBO/KPI reports, service performance reports, and other management reports within defined timelines.
Ensure adherence to company policies, service SOPs, quality standards, and safety requirements.
Be willing to travel extensively and take additional responsibilities assigned by management based on business requirements.
Key Skills & Competencies:
- Strong technical and troubleshooting skills.
- Excellent communication and customer relationship management skills.
- Ability to work independently and manage multiple priorities.
- Good documentation and reporting skills.
- Proficiency in CRM/ERP systems and MS Office applications.
- Strong problem-solving and analytical abilities.
- Ready for extensive travelling
Experience: 3 - 8 years
Qualification: Diploma or B.E /B.Tech. in Electronics / Electrical/ Instrumentation/ Mechatronics
Location: Ahmedabad
Pay: ₹20,000.00 - ₹40,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Internet reimbursement
- Leave encashment
- Provident Fund
Work Location: In person
