Field Service Engineer- Chennai

LMW Foundry Division; Chennai; On-site; INR 400,000 - 660,000; Full time

Job summary

LMW Foundry Division in Chennai seeks a Service Operations professional to drive service strategies, coordinate with stakeholders, and optimize machine, service and spares delivery. The role focuses on achieving targets, improving customer experience, and leveraging technology for efficient service processes.

Responsibilities include commissioning within deadlines, handling warranty/ASC, and generating revenue from non-warranty services and annual contracts.

Responsibilities

• Support the SIC in implementing service strategies to achieve organizational objectives.
• Implement business plan and strategy for respective areas in the respective zone in alignment to the organizational strategy, vision and goals.
• Support the SIC in ensuring leveraging of synergies to increase sales volume across machine, services and spares, by ensuring healthy information flow and governance on these functions.
• Achieve service targets and provide guidance to sales engineers for strong performance and hitting targets.
• Evaluate and research customer demands by analyzing feedback from internal and external sources to deliver premium customer experience.
• Build and maintain strong relationships with key stakeholders including customers, suppliers and internal departments to ensure smooth delivery of service and spare parts.
• Continuously assess customer complaints and requests and provide timely and effective solutions aligned with client needs.
• Ensure machine commissioning within target period with signing of commissioning report.
• Close service requests within the target period with 90% complaint closure on same day with signing of service report.
• Carry out preventive maintenance warranty / ASC as per guidelines.
• Generate service revenue through non-warranty service and annual service contracts as per target.
• Arrange to send ASC quotes to customers after expiry of warranty and follow up for ASC orders.
• Generate spares enquiries during service visits and achieve targets.
• Arrange quotations from HO spares department.
• Ensure targeted hit ratio from enquiry to sale for spares business.
• Achieve revenue of ASC / Spares as per monthly target.
• Ensure adherence to business excellence processes and procedures in all department activities.
• Suggest and use latest technologies and tools for market analysis, CRM, dashboarding and real-time reporting for service.
• Use technology to automate and enhance efficiency of the service process.

Job description

Job Description

1. Support the SIC in Implementing service strategies to achieve organizational objectives
2. Implement business plan and strategy for respective areas in the respective zone in alignment to the organizational strategy, vision and goals
3. Support the SIC in ensure leveraging of synergies to increase sales volume across the machine, services and spares, by ensuring a healthy information flow and governance on these functions
4. Achieve service target and provide guidance to sales engineers for good performance and achieving expected targets.
5. Evaluate and research on customer demands by analyzing feedback from internal as well as extra sources to deliver premium customer experience
6. Building and maintaining strong relationships with key stakeholders, including customers, suppliers and internal departments, to ensure smooth delivery of service and spare parts.
7. Continuously assess customer complaints and requests and provide timely and effective solutions aligned with the clients' needs
8. Ensure machine commissioning with in target period with signing of commissioning report
9. Closing service request with in the target period 90% complaint closing on same day with signing of service report
10. Carry out preventive maintenance warranty / ASC as per the guidelines
11. Generating service revenue through non warranty service , Annual service contract as per target.
12. Arrange to send ASC quote to customer after expiry of warranty period and follow up for ASC Order
13. Generating spares enquiry during service visit and achieve target.
14. Arrange for quotation from HO spares dept.
15. Ensure targeted Hit Ratio from enquiry to sale for spares business
16. Achieving revenue of ASC / Spares as per monthly target
17. Ensure adherence to business excellence processes and procedures in all activities related to the department
18. Suggest and use of latest technologies and tools for market analysis and, CRM, Dashboarding and real time reporting for service
19. Use of technology to automate and enhance efficiency of the service process

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.