Field Service Engineer

Field Service Engineer

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, West Zone.

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