As part of our growth strategy, Kardex India Private Ltd is seeking a motivated self-starter to join our Life Cycle Service Team in the role of Field Service Engineer for Pune, India. Position is home-based and reports to the Field Service Manager, Life Cycle Service, South Zone
Your tasks
PURPOSE OF THE ROLE
- Deal with all aspects of machine/unit performance and achieve a high level of first-time fix without the excessive use of parts.
- Provide first line trouble shooting and removal of root cause of faults.
- Escalate more complex/unusual issues to the appropriate individual/team ensuring that issue is resolved as efficiently as possible and in accordance with company policy and precedent.
- Customer satisfaction, constantly strive for an improved Customer Relationship Index, CRI
JOB RESPONSIBILITIES
Service requests:
- Install and commission Kardex range of products.
- Provide an excellent level of customer service in accordance with established policy.
- Deliver basic levels of customer product training.
- Communicate effectively with Customers and the line management at prescribed intervals.
- Accurately report on a visit-by-visit basis via appropriate documentation/call tracker in a timely manner.
- Respond to customer service requests as directed by the line management.
- Work with minimum supervision, always maintaining appropriate communication.
Problem Resolution
- Deal with all aspects of machine/unit performance and achieve a high level of first-time fix without the excessive use of parts.
- Provide first line trouble shooting and removal of root cause of faults.
- Escalate more complex/unusual issues to the appropriate individual/team ensuring that issue is resolved as efficiently as possible and in accordance with company policy and precedent.
REQUIREMENTS
- Education: Engineering/Diploma in Electrical/Mechanical/Electrical Engineering or related Technical Studies.
- Work Experience: Min 3-5 years working experience, preferably in field service.
- Skills/competences/qualifications:
- Customer- and business-oriented
- Financial and commercial awareness
- Structured, self-organized and self-motivated
- Independent and team player
- Communication skills
- Interpersonal skills
- Personal effectiveness
- Project management/coordination
- Flexible
- IT-knowledge (especially Microsoft Office)
- Language:
- Local language(s) – native or fluent (both speaking and writing)
- Knowledge of Language(s) could be beneficial
- English – fluent (both speaking and writing)
- Hindi - fluent (both speaking and writing)
- Travel: Flexible to travel within state and interstate as required
BEHAVIOURS & COMPETENCE REQUIRED TO PERFORM THIS ROLE:
- Able to extract diagnostic data in order to ascertain root cause of reported fault.
- Logical and forward thinking when carrying out Routine Maintenance.
- Logical approach to fault analysis/problems.
- Able to follow laid down procedures and policies.
- Able to evaluate situations and respond appropriately.
- Self-motivated, self-disciplined and maintain positive attitude.
- Able to cope with varying levels of stress and pressure.
- Able to make decisions/judgements.
- Able to work beyond working hours if required (on weekends and public holidays).
- Collaborates & team effectively
- Open and easy communicator
- Ability to work under pressure and stressful conditions
- Service-minded
- Ability to influence change across multiple locations/functions and organizations
- Ability to Multitask
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