Service Engineer – Dealer Operations & After-Sales

Job Summary:

We are seeking a motivated and skilled Service Engineer to join our Dealer Operations & After-Sales team. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for providing top-notch service to our customers. This role is crucial in supporting our dealer network and ensuring customer satisfaction through efficient after-sales service and maintenance.

Roles and Responsibilities:

1. Technical Support and Assistance:
   - Provide expert technical support to dealers and customers for all Schwing Stetter machinery and equipment.
   - Troubleshoot and diagnose equipment malfunctions, ensuring prompt resolution of technical issues.
   - Collaborate with dealers to enhance their technical capabilities and support them in service-related queries.

2. Training and Development:
   - Conduct regular training sessions for dealer service personnel to ensure they are updated with the latest product information and service techniques.
   - Develop training materials and manuals to facilitate knowledge transfer regarding maintenance and operation of machinery.

3. Field Visits and Inspections:
   - Conduct field visits to customer sites to perform equipment inspections, maintenance, and repairs as needed.
   - Monitor and assess the performance of equipment at dealer locations and report findings to management.

4. Dealer Operations Support:
   - Assist dealers in managing spare parts inventory and logistics to ensure timely availability of necessary components for repairs.
   - Evaluate dealer performance in after-sales service and recommend improvements to enhance customer satisfaction.

5. Customer Relationship Management:
   - Build and maintain strong relationships with customers and dealers to foster trust and loyalty.
   - Address customer complaints and feedback promptly, escalating issues as necessary to ensure resolution.

6. Collaboration and Coordination:
   - Work closely with the sales team to provide insights on customer needs and service expectations.
   - Collaborate with the product development team to relay customer feedback on product performance to enhance future product offerings.

7. Reporting and Documentation:
   - Maintain accurate records of service activities, repairs, and parts used in a timely manner.
   - Prepare regular reports on service performance metrics, dealer operations, and customer satisfaction for management review.

8. Health and Safety Compliance:
   - Ensure all service activities comply with the company’s safety regulations and industry standards.
   - Promote a culture of safety awareness in all interactions with customers and dealers.

9. Continuous Improvement:
   - Identify opportunities for process improvements in after-sales service and dealer operations.
   - Stay updated with industry trends, technology advancements, and competitive landscape to provide innovative solutions.

10. Product Knowledge and Expertise:
    - Develop in-depth knowledge of Schwing Stetter products and services to serve as a trusted advisor to dealers and customers.
    - Participate in product launches and marketing initiatives to support the promotion of new equipment and services.