The Field Service Engineer is responsible for installing, commissioning, and maintaining Kardex products while ensuring high first-time fix rates. They must provide excellent customer service, troubleshoot technical faults, and communicate effectively with both customers and management.
As part of our growth strategy, Kardex India Private Ltd is seeking a motivated self-starter to join our Life Cycle Service Team in the role of Field Service Engineer for Pune, India. Position is home-based and reports to the Field Service Manager, Life Cycle Service, South Zone
Your tasks
PURPOSE OF THE ROLE
Deal with all aspects of machine/unit performance and achieve a high level of first-time fix without the excessive use of parts.
Provide first line trouble shooting and removal of root cause of faults.
Escalate more complex/unusual issues to the appropriate individual/team ensuring that issue is resolved as efficiently as possible and in accordance with company policy and precedent.
Customer satisfaction, constantly strive for an improved Customer Relationship Index, CRI
JOB RESPONSIBILITIES
Service requests:
Install and commission Kardex range of products.
Provide an excellent level of customer service in accordance with established policy.
Deliver basic levels of customer product training.
Communicate effectively with Customers and the line management at prescribed intervals.
Accurately report on a visit-by-visit basis via appropriate documentation/call tracker in a timely manner.
Respond to customer service requests as directed by the line management.
Work with minimum supervision, always maintaining appropriate communication.
Problem Resolution
Deal with all aspects of machine/unit performance and achieve a high level of first-time fix without the excessive use of parts.
Provide first line trouble shooting and removal of root cause of faults.
Escalate more complex/unusual issues to the appropriate individual/team ensuring that issue is resolved as efficiently as possible and in accordance with company policy and precedent.
REQUIREMENTS
Education: Engineering/Diploma in Electrical/Mechanical/Electrical Engineering or related Technical Studies.
Work Experience: Min 3-5 years working experience, preferably in field service.
Skills/competences/qualifications:
Customer- and business-oriented
Financial and commercial awareness
Structured, self-organized and self-motivated
Independent and team player
Communication skills
Interpersonal skills
Personal effectiveness
Project management/coordination
Flexible
IT-knowledge (especially Microsoft Office)
Language:
Local language(s) – native or fluent (both speaking and writing)
Knowledge of Language(s) could be beneficial
English – fluent (both speaking and writing)
Hindi - fluent (both speaking and writing)
Travel: Flexible to travel within state and interstate as required
BEHAVIOURS & COMPETENCE REQUIRED TO PERFORM THIS ROLE:
Able to extract diagnostic data in order to ascertain root cause of reported fault.
Logical and forward thinking when carrying out Routine Maintenance.
Logical approach to fault analysis/problems.
Able to follow laid down procedures and policies.
Able to evaluate situations and respond appropriately.
Self-motivated, self-disciplined and maintain positive attitude.
Able to cope with varying levels of stress and pressure.
Able to make decisions/judgements.
Able to work beyond working hours if required (on weekends and public holidays).
Collaborates & team effectively
Open and easy communicator
Ability to work under pressure and stressful conditions
Service-minded
Ability to influence change across multiple locations/functions and organizations
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