Field Service Engineer

POSITION SUMMARY

The FSE is responsible to understand, handle and resolve the service-related problems of the products establishing a strong customer satisfaction in the given territory in line with Company objectives.

RESPONSIBILITIES

Functional:

• Understand, evaluate, and provide required support for the wood processing machines at the given territory to resolve the problems effectively.
• Raise on time tickets based on the calls received, visit the site if necessary to resolve the issue and close the ticket within the agreed timeline.
• Generate reports on provided solutions and resolve the complaints on a timely basis.
• Understand thoroughly the problems reported by the customers and ensure proper documentation and procedures of the same.
• Attend customer complaints and provide appropriate solutions to achieve good customer satisfaction and suggest suitable spare parts to the customers ensuring proper working of the wood processing machines.
• Close the assigned calls and ensure coordination with the customers for part identification, spares offer, spares dispatch and fix the problem to complete the call in an efficient manner.
• Promote Company machines & spares and maintain a good rapport with customers and their employees and operators to achieve long term customer relationship.
• Prepare and maintain service reports, invoices and other related documents and process to the concerned within the allotted timelines for necessary approvals.
• Provide required support to the sales team by visiting customers for technical discussion/demos.
• Work closely with technical and product managers with respect to the product modifications and documentation.
• Ensure the travel bills are submitted within the agreed timeline, in line with the Companys policies.
• Follow-up with technical department and get up-to-date knowledge on the new products and organize exhibitions, trade shows, and provide support in business promotion initiatives.
• Focus on continuous improvements with respect to servicing, installation, assembly, problem resolving, and phone support to customers.
• Ensure to achieve set goals with accurate self-trackers and submit to superiors periodically.

Organizational:

• Understand the Companys policies and ensure that Team Member’s adherence to the same with zero compromising.
• Maintain the privacy and confidentiality of the technology, procedures, and Company standards.
• Handle any other activities assigned by superiors based upon the organizational requirements.