Area Service Engineer

Flexitest Labthink Partnership; Delhi; On-site; INR 600,000 - 800,000; Full time

Job summary

Flexitest Labthink Partnership is seeking an Area Service Engineer in Delhi and Mumbai to lead service operations and ensure high-quality customer support across the region. The role includes overseeing AMC execution, technical troubleshooting, and building strong customer relationships.

The ideal candidate should have a relevant engineering degree and at least 2 years of experience in the tech industry, focusing on customer satisfaction and service excellence.

Qualifications

• Minimum 2 years of work experience in Packaging, Polymer, Automotive, or Textile industry.
• Strong diagnostic, troubleshooting, and problem-solving skills.
• Ability to work efficiently under pressure with a positive attitude.

Responsibilities

• Lead and manage service operations within the assigned region.
• Ensure high-quality service delivery and efficient resource utilization.
• Act as the single point of contact for OEM communications.

Skills

Diagnostic skills

Troubleshooting

Customer service orientation

Teamwork

Interpersonal skills

Education

Degree or Diploma in Automobile, Mechanical, Electrical, or Electronics Engineering

Job description

Job Description

We are looking for a dynamic service professional to lead regional service operations, customer support, AMC execution, and technical service excellence.

Job Title: Area Service Engineer

Location: Delhi and Mumbai

Scope of Work – Service Department

The Service Function is responsible for ensuring efficient installation, maintenance, and support of products, while delivering high levels of customer satisfaction and supporting business growth.

Job Summary

The Area Service Manager is responsible for leading and managing service operations within the assigned region. This role ensures high-quality service delivery, efficient resource utilization, adherence to OEM protocols, and strong customer satisfaction. The ASM acts as the key interface between OEMs, internal teams, field service engineers, driving performance, process compliance, and continuous improvement in service operations.

Key Responsibilities

1. OEM Coordination & Compliance

• Act as the single point of contact for OEM communications in the region.
• Ensure strict adherence to OEM-defined service protocols and communication hierarchy.
• Coordinate with OEMs for technical support, training, and issue resolution.

2. Service Execution & Project Alignment

• Ensure adequate preparation before every customer visit by referring to relevant work drive folders, review service history to avoid repeat occurrences.
• Ensure timely and quality execution of service activities and project timelines.
• Support regional service projects and provide field level input.
• Carry all required tools to the site and adhere to the corporate protocols.
• Ensure quality and consistency in service delivery.
• Oversee end-of-the-end service operations across the assigned territory.
• Support and guide field engineers in handling complex service tasks.

3. Technical Troubleshooting & Problem Resolution

• Identify issues and perform root-cause analysis and implement corrective and preventive actions.
• Minimize repeat issues through accurate diagnosis and effective resolution.
• Work closely with regional service engineers to resolve customer issues and ensure prompt handling of service requests within assigned territory.
• Escalate critical or unresolved issues as per the defined escalation matrix.
• Collaborate with Sales, Logistics, and other departments to align Installation Demonstration, Service strategies.
• Act as the first point of escalation for critical and unresolved service issues.
• Provide advanced technical guidance to service engineers and ensure timely resolution.

4. AMC & Preventive Maintenance Oversight

• Plan and execute AMC visits as per the AMC calendar.
• Secure service revenue through AMC and drive conversion of Service opportunities including Calibration, Breakdown Services, and Spare Parts.
• Ensure preventive maintenance is conducted with high quality standards.
• Complete checklists and submit AMC reports within timelines in CRM.
• Drive AMC renewals and customer retention through service Team.
• Ensure effective planning and execution of AMC schedules across the region.
• Monitor preventive maintenance quality and compliance.
• Review AMC reports and ensure timely submission in CRM.
• Drive AMC renewals and customer retention through service excellence.

5. Reporting and CRM Management

• Provide timely and accurate reporting of all service activities, including service calls, AMC visits, breakdown cases, and installations to the RGM.
• Ensure service closure with proper documentation and obtain customer feedback for every completed job.
• Maintain accurate and up-to-date records of service activities in CRM.

6. Team Leadership & Performance Monitoring

• Lead, mentor, and allocate tasks, monitor performance, ensure productivity of the Service Engineer and drive discipline, and adherence to company policies.
• Identify training needs and facilitate technical and behavioral development.
• Monitor and review service reports, CRM data, team performance metrics and customer feedback.

7. Brand Building

• Deliver exceptional customer service through professional conduct.
• Build trust and long-term relationships with customers.
• Represent the company brand positively and support customer retention and loyalty through consistent service quality and engagement.

Requirements

• Degree or Diploma in Automobile, Mechanical, Electrical, or Electronics Engineering.
• Minimum 2 years of work experience in the Packaging, Polymer, Automotive, or Textile industry.
• Strong diagnostic, troubleshooting, and problem-solving skills with a customer service-oriented approach.
• Good teamwork and interpersonal skills.
• Ability to work efficiently under pressure with a positive and professional attitude.