Service Engineer

Job Description

Title SERVICE ENGINEER The Service Engineer (Warranty, AMC & Reactive Services) will be responsible for managing delivering annual maintenance contracts (AMCs) and handle complaints to ensure customer satisfaction and operational efficiency. This role ensures that all AMC visits and complaints are handelled timely and effectively, maintaining high standards of service excellence. The role will have ownership to satisfy the customer by providing on-time service and renewing the AMC. The role will contribute in identifying new AMC & retrofit (typically small) opportunities along with takeover from project closure for warranty services with assigned accounts and territories. This role will report to the Services Lead. PURPOSE OF THE ROLE Preparing and submitting accurate service reports on time. Preparing monthly calendars for AMC visits to customers, engineer-wise. Ensure ontime warranty & service execution (preventive & breakdown maintenance) Ensure ontime response and resolutions as per SLA's Supporting customers through technical and administrative activities. Ensure requisite documentation Understanding customer needs and concerns. (????) Providing technical direction to the team. Managing and executing AMC renewals. Service takeover (Project) & provide warranty services as per the business strategy Warranty to AMC conversions Achieving high customer satisfaction (C-Sat) through testimonials and good reference letters. Developing the skills of junior team members. Participating in training on new updates and technologies. Ensuring adherence to site, safety, and statutory compliances. ROLE ELEMENTS On time Response Customer Good releason ship with customers and subortnators Submitting invoices on time and following up for payment. Timely collection of payments and managing cash flow for AMCs. Participate in continous improvement activities with a focus on improvements in warranty, service execution Training and coaching SEs, PEs, and technicians to enhance their skills Self development Execution orientation (Service execution on time) Organized Problem Solving Key Capabilities Qualification Effective Communication Interpersonal / intrapersonal (Influencing, persuation), co-ordination, networking HVAC system technical and problem solving knowledge Customer Centric - Quick time response Urge towards conntinously improving Service Excellence Learnability Knowledge / attitude / behavious Service lifecycle understanding - service planning & scheduling Tech skills for problem solvings/ compliant resolution Technician handling UPSPL culture Work ethics Enviornmental factors Location/ Travel Location / Travel flexibility