To fulfill aftersales needs of customers in the assigned territory
· To Maintain response time & downtime as per the SLA to assigned customers.
· Accountable for instruments installation and Warranty service in the Field.
· Accountable for Billable service and promote the service contracts.
· Accountable for Accessories & generating lead for Consumables sales.
· Develop and deliver a productivity strategy that contributes quarterly impacts to the
business.
· Deliver actionable data driven insights to explore new areas of operational excellence.
· Ensure all in-field activities are carried out safely complying with company environmental
Health & Safety (EHS) guidelines and procedures.
· Perform field service as advised by the Group Leader, carrying out repairs, maintenance and
installation of instrumentation and their accessories.
· Provide highly visible customer support through the performance of on-site installation,
troubleshooting, service, and repair of complex equipment and systems.
· Develop Junior Engineers on handling equipment’s and customers.
· Execute preventive maintenance calls as scheduled. · Align personal working practices with the department’s performance targets. · Actively demonstrate compliance with all team targets. · Maintain personal service spares issued and inventory records to the highest standard. · Ensure all anomalies are quickly and effectively reported and resolved. · 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. · Make returns of all fully completed service documentation, Service Reports, Expenses Claims, daily. · To ensure that quality standards are maintained while servicing the equipment. · To maintain good communication at all relevant levels of customer organization. · 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 · To continuously update the technical knowledge of products. · To develop applications knowledge. · To develop soft skills related to communication, selling and customer management. Cross functional support · To support all colleagues as and when necessary, aligning to objectives of organization growth. · To help Service Sales by following up on contract status, Account Receivables and promoting Upgrades/Accessories/Consumables.
Required work experience:
· Should have more than 4-6 years of experience in the relevant field.
· Experience in a Customer Service Environment
· Background in Electronics preferably gained in a high technology service.
· environment, with an understanding of analytical or clinical instrument applications.
Competency Required:
Strategic Perspective:
· Provides innovative growth ideas.
· Collaborates well across PKI.
· Develop Service coverage and sales plan (customers)
Leadership
· Provides inspirational leadership.
· Strong communication/presentation skills
· Attracts/develops/retains high potential/ performing teams.
· Collaborates well with all PKI organizations