• Service Engineer

Industry : Pharma / Biotech / Clinical Research
Location : Mumbai
Experience Range : 5 - 6 Years
Qualification : BE- Electrical Engineering
Not active

Functional: Sales / Business Development / Client Servicing
Job Description
About Us :
We at Vitasta Consulting Pvt. Ltd are servicing the talent acquisition needs for many national and international clients across various domains. We have been helping find a large number of our clients quite a few leaders, functional experts as also emerging precocious talent since 1997.
About Company :
Our client offers unique capsule filling and tablet compression equipment capable of customized capabilities and containment. They also offer 100% capsule checkweighers and other ancillary equipment to optimize the production process.
Roles and Responsibility :

Job Title:

Engineer

Business Unit:

Encapsulation

Department/Group:

Service ( Mumbai HO)

Location:

Kandivli

Grade:

M-08

Group Company:

 

Job Description

Role and Responsibilities:

  • To install and commission machines FTR in market within standard time.
  • Send pre-installation checklist to customers.
  • Give feedback to design / QA after the installation visit.
  • Train customers operators & reduce warranty cost
  • Create references in the Market.
  • Improve customer satisfaction with regular interaction.
  • Build ACG Pams reputation as a international player.
  • Collect the information on competitors machine.
  • Get spare parts business as per target defined.
  • Attend to customer complaints promptly & ensure no issues are escalated to top management.
  • Get AMC contracts for machines beyond warranty & Execution of AMC Visits.
  • Prepare weekly / Monthly reports, summarizing visits done during the week / month.
  • Resolve the technical challenges and ensure the balance payments are received before the due date for the machines installed by him.
  • Make expense vouchers immediately after return & settle suspense A/c if any in maximum 10 days.
  • Identify parts that can get worn out during AMC visits & inform customer for purchase the same. 
  • Will have to travel to various countries.
  • Attend exhibitions whenever required to generate market for ACG Pams business.
  • Validate new product at customers place.
  • Make follow up sheet for next service engineer to take up the job.
  • Monitoring Supply FOC items / spares as committed.
  • Collecting the service outstanding payments.

 

 

Service delivery:

  • Follows standard processes and SOPs for

a) installation/commissioning of standard products

b) updating of standard hardware and software or a subsystem of a product to address needs or preventproblems, including replacement of hardware parts

c) addressing routine customer queries

d) carrying out Annual Maintenance Contract

  • Maintains and updates database on customer complaints, service provided, response time and customer feedback to be relayed back to the seniors
  • Documents basic hardware and software problems by applying technical knowledge following established procedures and protocols;
  • Tracks spare  parts to maintain established levels of inventory such as spare parts or replacements
  • Conducts dummy trials on standard machines, validates and visits customer site for commissioning of standard machines.

Customer management:

  • Ensures basic/routine customer queries are resolved within time; escalates complex queries to the level above
  • Tracks and keeps clients up-to-date on work order status; educates client on standard procedures

Qualifications and Education Requirements:

Qualifications:       BE Electrical

Experience:Should have experience of minimum 5 yrs to 6 years

Preference:           Should have experience in Camera technology    

Key Competencies Required:

Functional:

  • Technically competent and proficient at understanding machines
  • Very good knowledge of engineering concepts
  • Strong analytical & mathematical skills
  • Failure analysis & corrective actions
  • Through in mechanical works
  • Technical report writing
  • Handling Export Customers
  • Both Mechanical & Electrical technical knowledge

 

Basic understanding of the product and its application and the production value chain

  • Basic expertise on routine technical services offered by the company such as installation and commissioning to be able to attend to routine customer queries
  • Basic/working knowledge of data entry systems such as SAP to be able to login the customer queries in the database Language and update MIS

 

 

 

Behavioral:

  • Communication
  • Innovation
  • Problem Solving
  • Corporate Etiquette
  • Cross Functional Team Working
  • Quality & Service Orientation

 

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