Service Engineer | Godrej Material Handling Equipment | Delhi

About Godrej Material Handling Business:

As India's largest manufacturer of forklift trucks, Godrej Material Handling offers an extensive range of forklifts, which include electric, LPG, and diesel counterbalanced forklifts up to 25 tonne capacity, warehouse trucks, and specialised trucks for specific applications. The business also designs and manufactures accessories to address a wide range of handling applications besides offering accessories made by specialists.

The business offers lease, hire-purchase, and sale of pre-owned equipment as well as service maintenance programs through a network of 16 branches and over 45 dealers across India. The business exports to over 40 countries across Asia, the Middle East, Africa, Latin America and Europe and holds ISO 9001-2008, ISO 14001-2004 and OHSAS 18001-2007 quality assurance certificates awarded by TUV Nord.

With the help of international partners, like Crown, Komatsu, Hubtex, Tennant, Merlo, Iteco and Harlan, Godrej Material Handling offers a one-stop solution for its customers.

Key Result Area:

1. Rental Business Development & Rental Execution

2. Aftermarket Service Execution

3. Warranty Management

4. Systems & Process Compliance

5. Organizational Imperatives

Job Profile:

The incumbent will report to Service Head of the branch.

1. Rental Business Development & Rental Execution

- Support and drive rental business growth within the assigned territory.

- Ensure timely deployment, commissioning, and operational readiness of rental equipment.

- Conduct regular visits to rental customers for relationship management and business development.

- Monitor rental equipment performance and ensure prompt resolution of customer concerns.

- Coordinate with dealers and internal teams for seamless rental operations and service support.

2. Aftermarket Service Execution

- Ensure timely attendance and closure of Preventive Maintenance (PM) and Breakdown Maintenance (BM) calls through dealers.

- Coordinate with dealers to maintain accurate and timely service data updates in CRM (SFDC).

- Monitor and improve key service performance indicators such as: o First Response Time (FRT) o Mean Time to Repair (MTTR) o PM Adherence o Service Call Closure Rate

- Conduct regular customer visits to enhance service quality and customer satisfaction.

- Ensure timely equipment commissioning and operator/manpower training at customer sites.

3. Warranty Management

- Manage warranty claim execution and complaint resolution within established timelines.

- Ensure accurate documentation, processing, and tracking of warranty claims.

- Coordinate the return of defective warranty parts/components to Head Office for analysis, accounting, and record maintenance.

- Follow up with internal teams and customers for timely closure of warranty-related issues.

- Maintain warranty records and ensure compliance with company policies.

4. Systems & Process Compliance

- Ensure dealer adherence to CRM (SFDC) processes and timely system updates.

- Monitor service data quality and accuracy across all service activities.

- Process and ensure timely clearance of vendor and dealer invoices.

- Generate and maintain service reports, performance dashboards, and MIS as required.

- Drive process discipline and compliance with organizational service standards.

5. Organizational Imperatives

- Actively participating and originating Kaizens

-Actively involving in Business Excellence initiatives

- Adhere to Compliance and Safe Working

The incumbent would be required to travel extensively in the assigned territory for the purpose of Company-s business as per the job requirements. The incumbent should possess a two-wheeler & valid driving license.