Responsibilities

• To fulfill aftersales needs of customers in the assigned territory
• To Maintain response time & downtime as per the SLA to assigned customers.
• Accountable for instruments installation and Warranty service in the Field.
• Accountable for Billable service and promote the service contracts.
• Accountable for Accessories & generating lead for Consumables sales.
• Develop and deliver a productivity strategy that contributes quarterly impacts to the business.
• Deliver actionable data driven insights to explore new areas of operational excellence.
• Ensure all in-field activities are carried out safely complying with company environmental Health & Safety (EHS) guidelines and procedures.
• Perform field service as advised by the Group Leader, carrying out repairs, maintenance and installation of instrumentation and their accessories.
• Provide highly visible customer support through the performance of on-site installation, troubleshooting, service, and repair of complex equipment and systems.
• Develop Junior Engineers on handling equipment’s and customers.
• Execute preventive maintenance calls as scheduled.
• Align personal working practices with the department’s performance targets.
• Actively demonstrate compliance with all team targets.
• Maintain personal service spares issued and inventory records to the highest standard.
• Ensure all anomalies are quickly and effectively reported and resolved.
• Ensure that all tools and test equipment is adequate to perform service required, and that all test equipment issued is calibrated at the times specified.
• Make returns of all fully completed service documentation, Service Reports, Expenses Claims, daily.
• To ensure that quality standards are maintained while servicing the equipment.
• To maintain good communication at all relevant levels of customer organization.
• In case, customer gives poor rating while taking feedback about our services, necessary support must be taken from colleagues and ensure that customer complaint is resolved.
  
  

Knowledge Management

• To continuously update the technical knowledge of products.
• To develop applications knowledge.
• To develop soft skills related to communication, selling and customer management.
  
  

Cross functional support

• To support all colleagues as and when necessary, aligning to objectives of organization growth.
• To help Service Sales by following up on contract status, Account Receivables and promoting Upgrades/Accessories/Consumables.
  
  

Basic Qualifications

Education: Any graduate/postgraduate preferably Science

Required work experience:

• Should have more than 6-8 years of experience in the relevant field.
• Experience in a Customer Service Environment
• Background in Electronics preferably gained in a high technology service.
• environment, with an understanding of analytical or clinical instrument applications.
  
  

Competency Required:

Strategic Perspective:

• Provides innovative growth ideas.
• Collaborates well across PKI.
• Develop Service coverage and sales plan (customers)
  
  

Leadership

• Provides inspirational leadership.
• Strong communication/presentation skills
• Attracts/develops/retains high potential/ performing teams.
• Collaborates well with all PKI organizations
  
  

Preferred Characteristics

• Resourceful and resilient in achieving goals, focused on achieving results
• Enthusiastic
• Proactive mindset with strong sense of responsibility and ownership
• Creates and maintains effective customer relationships.
• Ability to communicate in a professional manner with customers on all levels, providing service information, technical data, and general help as necessary.
• Ability to communicate internally, orally and in writing.
• Negotiating and influencing skills
• Understanding of excellent Customer Service