Field Service Engineer

Biesse; Kolkata District, Pune District; On-site; INR 350,000 - 550,000; Full time

Job summary

Biesse India is seeking a Field Service Engineer to understand, handle and resolve service-related problems of wood processing machines in the assigned territory, ensuring strong customer satisfaction in line with company objectives.

You will raise tickets promptly, visit sites when needed, close calls within agreed timelines, generate resolution reports, and coordinate parts, spare dispatch, and customer communications to sustain long-term relationships.

Qualifications

• Understand, evaluate, and provide required support for the wood processing machines at the given territory to resolve the problems effectively.
• Raise on time tickets based on the calls received, visit the site if necessary to resolve the issue and close the ticket within the agreed timeline.
• Generate reports on provided solutions and resolve the complaints on a timely basis.

Responsibilities

• Understand thoroughly the problems reported by the customers and ensure proper documentation and procedures of the same.
• Attend customer complaints and provide appropriate solutions to achieve good customer satisfaction and suggest suitable spare parts to the customers ensuring proper working of the wood processing machines.
• Close the assigned calls and ensure coordination with the customers for part identification, spares offer, spares dispatch and fix the problem to complete the call in an efficient manner.
• Promote Company machines & spares and maintain a good rapport with customers and their employees and operators to achieve long term customer relationship.
• Prepare and maintain service reports, invoices and other related documents and process to the concerned within the allotted timelines for necessary approvals.
• Provide required support to the sales team by visiting customers for technical discussion/demos.
• Work closely with technical and product managers with respect to the product modifications and documentation.
• Follow-up with technical department and get up-to-date knowledge on the new products and organize exhibitions, trade shows, and provide support in business promotion initiatives.

Job description

POSITION SUMMARY

The FSE is responsible to understand, handle and resolve the service-related problems of the products establishing a strong customer satisfaction in the given territory in line with Company objectives.

RESPONSIBILITIES

Functional:

• Understand, evaluate, and provide required support for the wood processing machines at the given territory to resolve the problems effectively.
• Raise on time tickets based on the calls received, visit the site if necessary to resolve the issue and close the ticket within the agreed timeline.
• Generate reports on provided solutions and resolve the complaints on a timely basis.
• Understand thoroughly the problems reported by the customers and ensure proper documentation and procedures of the same.
• Attend customer complaints and provide appropriate solutions to achieve good customer satisfaction and suggest suitable spare parts to the customers ensuring proper working of the wood processing machines.
• Close the assigned calls and ensure coordination with the customers for part identification, spares offer, spares dispatch and fix the problem to complete the call in an efficient manner.
• Promote Company machines & spares and maintain a good rapport with customers and their employees and operators to achieve long term customer relationship.
• Prepare and maintain service reports, invoices and other related documents and process to the concerned within the allotted timelines for necessary approvals.
• Provide required support to the sales team by visiting customers for technical discussion/demos.
• Work closely with technical and product managers with respect to the product modifications and documentation.
• Ensure the travel bills are submitted within the agreed timeline, in line with the Companys policies.
• Follow-up with technical department and get up-to-date knowledge on the new products and organize exhibitions, trade shows, and provide support in business promotion initiatives.
• Focus on continuous improvements with respect to servicing, installation, assembly, problem resolving, and phone support to customers.
• Ensure to achieve set goals with accurate self-trackers and submit to superiors periodically.

Organizational:

• Understand the Companys policies and ensure that Team Member's adherence to the same with zero compromising.
• Maintain the privacy and confidentiality of the technology, procedures, and Company standards.
• Handle any other activities assigned by superiors based upon the organizational requirements.