Senior Service Technician

Responsibilities:-

1. To visit customer of South India for servicing/repair/installation/commissioning of IR supplied products (Solution  machines, DC tools  & controllers, Electric  Hoist, Battery tools, Uryu & Tohnichi electronic products, etc.). If required may require to visit other part of India also for these jobs.
2. To ensure that jobs are identified properly for under warranty/out of warranty and all necessary approvals are taken before execution from appropriate authority dealer/customer.
3. Frequently visit customer for preventive maintenance and calibration as chargeable basis.
4. To ensure that all the complaints are registered at CX and attended immediately for its timely closure.
5. To ensure that service procedures are followed and all records are maintained properly.
6. To make efforts to bring AMCs from customers and execute existing AMCs properly.
7. To ensure that all efforts are made for achieving CSAT target and increase in service revenue & spare parts business.
8. To ensure that feedback on all quality related issues are forwarded to QC department and also the quality related issues on IR products are entered in CAPA.
9. To visit dealers/customers for any support and to ensure that satisfactory services are well planned & executed properly for its timely completion.
10. To ensure that installation & commissioning jobs of direct orders are well planned & executed properly for its timely completion.
11. To ensure payment collection against pending service invoices from customers of respective region.
12. To coordinate with sales for offer submission to customers and follow up for orders about spares.  
13. Generate opportunities and address requirements of Modification/ Refurbishment and retrofit business with an existing installation base.
14. To ensure safe working conditions and proper use of PPEs at service center.

KPI’s:-

            Utilization

            Response Time

            First time fix rate

            Service contracts retention rate

            Billable Hours

            Revenue Delivery

            Service Sales.

Skills Required:-

            Domain Knowledge- Power Tools

            Customer Relationship Management

            Site Management

            Documentation and Record Keeping

            Excellent written and verbal communication

            Technical knowledge

Hands on skill in Machine Automation, field communication ,PLC Programming

Qualification:-

            Bachelor of Engineering in Electronics, Electrical, Instrumentation or Mechatronics

Experience:-

            4-5 years in Power Tools Industry.