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Location

Ludhiana | India

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Job description

Field Service Engineer (FSE)

Department: Technical Services, Asia Pacific

Supervisor: Technical Service Manager / Associate Director, Regional Field Services

SUMMARY OF THE JOB

The FSE is responsible to manage the customer support system in the installation, service and repair of all products supported by Company. Responsible for interaction with customers over the phone and in person for the handling of customer technical inquires and complaints.

Job requirements are mentioned below

1. Technical repair, installations and maintenance of sterilizer products.

2. Responsible for the IB assigned and support regional requirements as and when required.

3. Warehouse visit on inspection and demo unit readiness whenever needed.

4. Ability to travel with short notice.

5. Being a team player and need to effectively support sales and service team members.

6. Ensuring 100% customer satisfaction on the job executions – (Customer centric approach)

7. Judicious in spare part ordering through strong technical expertise.

8. Proper maintenance of documentation and on time updating of all relevant data in the SFDC and to the call center team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Under limited supervision and in accordance with all applicable federal, state and local laws/regulations and Company's procedures and guidelines, the responsibilities of this position are:

• Schedule and perform the installation, operation, repair and modification of equipment within assigned territory.

• Manage region and schedule to facilitate all aspects of technical/ engineering work required to support all products serviced by the Company's technical department.

• Responds to customer requests for emergency service.

• Determines cause(s), troubleshoots and takes corrective action.

• Provides guidance to customers to include Doctors, Nurses and hospital biomedical engineers and assists when customer satisfaction issues arise.

• Work closely with commercial team to support them in all technical matters and issues related to the company products

• Implement preventative maintenance programs and maintains performance and service records for equipment.

• Manage customer expectations on a regular basis before and after various interactions to ensure customer satisfaction.

• Communicate business related issues or opportunities to next level Management

• Follow Company guidelines related to Health, Safety and Environmental Practices

• Comply with all Federal, State, local and Company regulations, policies, and procedures

• Performs other duties assigned as needed

REQUIRED EDUCATION/TRAINING and/or EXPERIENCE:

• Bachelor Degree / Associate degree / diploma in Engineering

• Preferred in:

o Electrical Engineering / Electronics Engineering or similar

o Computer Science

• 2-5 years field service experience preferred

• Basic computer knowledge to include: Word, Excel and Powerpoint
REQUIRED KNOWLEDGE, SKILLS, ABILITIES and CERTIFICATIONS/LICENSES:

• Standard test equipment to include:

o Digital Volt Meter (DVM).

• Effective verbal and written communication skills

• Knowledge of service management systems.

• Organizational skills.

ADDITIONAL POSITION REQUIREMENTS

• Office/Field

• Ability to travel on short notice within India

• Frequent air travel.

• Ability to work weekends and 'off hours' as needed to support customer and business needs

• Heavy lifting of equipment and excessive standing, lifting and bending will be required.

• Respect and apply safety rules and procedures at all times

• Use personal protective equipment (PPE) and safety devices as required.

• Completes required trainings for supported products and processes.

• Acts as customer advocate to represent customer needs internally.

Company management reserves the right to add, delete or otherwise alter assigned duties at any time. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The minimum qualifications listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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Job tags

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Salary