Senior Engineer Customer Support

Description

Technical specialist and primary customer support contact to diagnose and execute complex repairs to engine products at the customer's site.

Establishes and continually develops productive customer relations and ensures prompt and efficient attention to customer needs.

Applies the use of specialized tools and follows documented procedures and policies to diagnose and complete complex repairs at customer site.

Performs preventative maintenance activities as per documented schedules and standards on engines and related components in the field.

Escalates unresolved issues to product specialists or supervisor.

Coaches and develops technicians and/or apprentices and transfers knowledge and experience to others; may provide work direction; may review repair plans, parts lists, etc.

Completes required documentation, such as service worksheets, timesheets, warranty claims, quality documents via handwritten forms or business system input screens.

Identifies additional sales and service opportunities with customer.

Completes training in line with skill and business requirements.

Maintains service vehicle and tools for cleanliness and proper operation.

Ensure adherence to all relevant Health Safety Environmental policies, procedures and legislation and reports any issues / incidents to site management and to their supervisor.

Skills

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Manages conflict - Handling conflict situations effectively, with a minimum of noise.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Develops talent - Developing people to meet both their career goals and the organization's goals.

Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.

Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.

Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.

Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.

Product Repair and Maintenance - Repairs and maintains mechanical/electrical products following guidelines, using required tools within standard repair time to ensure a quality repair; disassembles and assembles engines or power generators following guidelines, using required tools to ensure a clean and organized environment; inspects and replaces parts and components following re-use guidelines to minimize customers cost of ownership; performs progressive damage check following guidelines to restore to pre-failure condition.

Health and Safety Fundamentals - Champions and models proactive health and safety behaviors by identifying, reporting and participating in actions to improve health and safety in order to build an interdependent culture and contribute to an injury-free workplace.

Education, Licenses, Certifications

Apprentice Trained Engine Technician (Preferred)

Vocational diploma from relevant technical institution

Locally valid driving permit

This position may require licensing for compliance with export controls or sanctions regulations.

Experience

Significant field service work experience

Expert level knowledge of and/or experience with engine products

Customer service experience

Experience providing technical advice and coaching to more junior technicians (preferred)
• To create strong engagement with key customers

a. Pro active customer visit

b. Monthly / Quarterly meeting with all OEM/GOEM/Key customers
• Visit to site within WB and Sikkim

a. Site Audit

b. Major failures
• Preparation of MIS reports

Job SERVICE

Primary Location India-West Bengal-Calcutta-India, Kolkata, BIP

Job Type Shop

Recruitment Job Type Technician

Job Posting Jun 12, 2024, 2:30:00 PM

Unposting Date Ongoing

Organization Distribution Business

Role Category Hybrid - Potential for Partial Remote

Req ID: 230005BO Read more