Engineer South Service

ACG World; Hyderabad; On-site; INR 450,000 - 650,000; Full time

Job summary

ACG is a world‑class pharma solutions company headquartered in Mumbai with a presence across 100 countries. We seek a Service Engineer to deliver field service, maintenance, and customer support for processing and packaging equipment in the region.

The role requires travel to customer sites, on-site training, and collaboration with engineering, sales, and operations to improve CES and drive aftermarket growth. Minimum education DME and 4–5 years of experience; BE desirable for growth.

Qualifications

• Work authorization for respective region.
• Willingness to travel within territory; occasional international travel.
• Valid Passport and Driver’s License.
• Ability to pass background checks and drug screens.

Responsibilities

• Provide a consistently high and professional level of customer service to all internal and external customers.
• Perform all types of field service and quality related problems associated with installation, commissioning, and qualification of processing & packaging machines/equipment.
• Interact with overseas engineering and manufacturing as well as local sales and operations.
• Provide on-site preventative maintenance on processing & packaging machines.
• Provide on-site training to customer personnel on operation & maintenance of equipment.
• Provide support to other service engineers and/or technicians as directed.
• Provide support to internal stakeholders for CAPA.
• Represent & promote ACG’s aftermarket customer support business through annual maintenance contracts, spare parts, machine upgrades, etc.
• Prepare and submit all required paperwork and reports in a timely manner.
• Provide feedback to local management and head office after customer site visits.
• Improve customer satisfaction with regular interaction.
• Collect information and inform internal stakeholders on customer trends and competitive machines.
• Recognizing sales opportunities and communicating to sales teams via CRM.

Job description

Job Description:

Position Title : Service Engineer

Organization Context

• Position Title: Service Engineer
• Employee Name: -
• Grade : M08/M09
• Department: Aftermarkets
• Location: Region Specific
• Reports to: Zonal Lead Service
• Reported by:

ACG is the world’s only integrated pharma manufacturing solutions company. We are headquartered in Mumbai , India. ACG has a presence in over 100 countries with its products and services that strive to provide world‑class technology across multiple domains. We offer a complete range of solutions beginning with empty capsules; granulation and tablet coating; capsule filling; tabletting; packaging films; blister packing and carton packing to the end‑of‑line solutions and track and trace systems.

We have an opportunity in ACG Capsule / ACG Engineering / ACG Pharma Packaging / ACG Inspection of a Service Engineer

Job Objective

• Prompt customer services to achieve high customer satisfaction
• Meet aftermarket revenue targets for the business growth.
• Enhance customer engagement & create business opportunities.

Primary responsibilities

• Strategic and planning
• Support HOD-Service in execution of aftermarket strategy and increasing CES.
• Job Requirements:
  • Work authorization for respective region.
  • Willingness to travel to customer locations within the defined territory/region or as required to fulfil on site assignments. Occasional international travel required (primarily for onboarding and technical training at Indian based manufactured facilities).
  • Valid Passport and Driver’s License without limitations.
  • Must be able to pass background checks and drug screens, as required.
• Functional
• Key responsibilities:
  • Provide a consistently high and professional level of customer service to all internal and external customers.
  • Perform all types of field service and quality related problems associated with the installation, commissioning, and qualification of processing & packaging machines/equipment.
  • Interact with overseas engineering and manufacturing as well as local sales and operations.
  • Provide on-site preventative maintenance on processing & packaging machines.
  • Provide on-site training to customer personnel on the operation & maintenance of equipment.
  • Provide support to other service engineers and/or technicians as directed.
  • Provide support to internal stakeholders for Corrective and Preventative Action (CAPA)
  • Represent & promote ACG’s aftermarket customer support business through the recommendation of annual maintenance contracts, spare parts, machine upgrades, etc.
  • Prepare and submit all required paperwork and reports in a timely manner.
  • Provide feedback to local management and head office after customer site visits.
  • Improve customer satisfaction with regular interaction.
  • Collect information and inform internal stakeholders on customer trends and competitive machines.
• Internal process
  • Recognizing sales opportunities (Lead generation) and communicating the same to our sales TICs through CRM platform.
  • Integrate customer feedback with our existing business process and contribution in CAPA
  • Help in getting competitor information on products, markets, etc.
• People development
  • Cross Knowledge sharing with internal team members. Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.

Key Result Areas

• Improve CES in for respective installations
• Spares and service business
• Optimize man-days for the service execution

Key Interfaces

• Internal Interfaces
• • AE
  • Production
  • Q&A
  • Process
  • Sales
  • NPD
  • A&C
  • Procurement
• External Interfaces
• • Vendor
  • Customer

ACG Persona

• Techno commercial knowledge of service – Intermediate
• Quality and Service Orientation – Advance
• Problem Solving – Intermediate
• Innovation – Intermediate
• To enter AMC Contracts – Advanced
• Cross Functional Team Working – AdvancedDrive for Consistent Results – Intermediate

Educational and Experience Requirements

• Minimum Requirement
  • Level of Education: DME
  • Experience: 4 to 5 yrs
• Desired
  • Level of Education: B.E
  • Experience: 3 to 4 yrs