Job Purpose
To carry out all service duties like installation, repair and maintenance of Lovibond instruments at customer place. Working on a job within the Sales and service department, maintaining the highest possible skill and productivity levels. This position will perform a wide variety of tasks in support of customer service. Duties include on site installation, annual maintenance, diagnosing and repair of existing instruments in the field, validation and commissioning of Lovibond instruments. The individual will also perform tasks such as providing training to the customer in terms of basic functionality, proper usage, and preventive maintenance of the instrument. The individual should be able to support the customer from TIPL facilities or from remote location. This position also include service coordination, customer support and cross functional team member support.
Reporting to
Manager Service
Salary
Dependant on skills and experience
Key Performance Indicators
- Provide on-site installation, validation and commissioning of instruments. Work should be done safely and speedily to ensure customer requirements are met quickly and accurately
- Perform on-site trouble shooting, service and repairs. Ensure all work is done to correct quality standards, completed on time and without error and with the minimum of supervision and monitoring
- Work flexibly and to the highest standards of performance in all areas, as required by the needs of customers in terms of service, maintenance and documentation
- Provide on-site training to the customer
- Develop service technical documentation. Maintain accurate records of service for monitoring purposes
- Communicate with the customer professionally to ensure customer satisfaction
- Timely complete and submit all required paper work
- Self-directed, able to prioritize and effectively handle multiple service requests under high pressure and challenging situations
- Excellent organizational, time management, written and verbal communication skills
- Exceptional customer service skills with expertise in troubleshooting, diagnosing and solving complex instrument related problems
- Misc. other duties commensurate with the capabilities of Field service Engineer
Key Responsibilities
Provide on-site installation, validation and commissioning of instruments. Work should be done safely and speedily to ensure customer requirements are met quickly and accurately
- Ensure that work instructions and procedures are clearly understood, and that tasks are carried out in the most efficient and safe way
- Ensure all work is carried out in accordance with customer safety, is accurately completed, and meets good presentation standards
- Work collaboratively with other team members to ensure the most efficient and effective service to the customer
Perform on-site trouble shooting, service and repairs. Ensure all work is done to correct quality standards, completed on time and without error, and with the minimum of supervision and monitoring
- Expertise in troubleshooting, diagnosing and solving complex Instrument related problems
- Understand and adhere to performance and quality standards, making sure that all work is done to meet customer needs
- All work is to be carried out accurately to avoid errors, with careful following of work and service order requirements
- Take responsibility for good work standards, anticipate problems and take the initiative to prevent problems from occurring with quality and efficiency, alerting others and management to ensure action is taken
Work flexibly and to the highest standards of performance in all areas, as required by the needs of customers in terms service, maintenance and documentation
- Be willing and prepared to work effectively and to the highest standards in servicing the instrument. Proper documentation is to be done for the service provided.
- Assist the service manager and other team members by moving between teams as required by work load and customer demand
Provide on-site training to the customer. Learn new work and train to ensure quality
- Be willing to train and learn new work and procedures in all area
- Learn health and safety procedures and ensure they are complied wit
- Learn quickly and comprehensively to ensure highest level of efficiency
Develop service technical documentation. Maintain accurate records of service for monitoring purposes
- Documentation to be provided according to the standard guidelines and utmost care to be taken while preparing service technical documentatio
- Maintain service records, instrument installation details for future reference and monitoring purpose
Communicate with the customer professionally to ensure customer satisfaction
- Care should be taken, while answering customer calls. No false promises to be made to the customer.
Key Relationships
- Internal Technical Sales Coordinator
- Sales Managers
- Logistics/Purchasing Manager
- Warehouse Technicians
- Production Manager
- Chemist
- Finance team
Qualifications
- GCSE qualifications in English and Maths (or equivalent) (Desirable)
- Diploma in Electronic Engineering (Essential)
- Valid driving licence (Desirable)
Skills and Experience
- Using computer systems including MS office products and email (Essential)
- Good time management (Essential)
- Written and oral communication skills (Essential)
- Electronic assembly & Inspection (Essential)
- Experience in service and maintenance of high end analytical equipment (Essential)
- Experience with spectrometers used in water and colour analysis (Desirable)
- Working knowledge and ability to test and troubleshoot electrical analog and digital circuits (Essential)
- Good at working with hands, dexterous (Essential)
- Able to establish and maintain good working relationships with colleagues (Essential)
- Numeracy and literacy skills appropriate to post (Essential)
Travel
Approximately 50 % local area and 50% other part of India
Personal Qualities
- Able to work as a member of a team
- Keen to achieve accuracy and reliability
- Organised and efficient
- Enthusiastic and positive attitude
- Flexible and willing to learn and adapt to new ideas and procedures