Senior Service Engineer

Quess IT Solutions; Gurugram District, Mumbai; On-site; INR 300,000 - 480,000; Full time

Job summary

Signify Gurgaon-based Customer Service Support Engineer role to handle B2B customer services, field and desk work across the North region. Responsible for on-site visits, installation support and post-service follow-ups with emphasis on quality and safety.

Candidate should be Diploma/B.Tech in Electrical/Electronics/Instrumentation with 1–2 years of relevant experience, capable of traveling to customer sites and managing field engineers across multiple cities.

Job description

Role & responsibilities

Job Title: Customer Service Support Engineer

No. of Vacancies 1

Job Location: Gurgaon, Cyber City

Main Purpose of the role:

The role holder will be responsible to handle signify B2B customer services related activities, Field + Desk Job, for North Region.

Key Responsible Areas:

• Manage Desk Job:
• Responsible to manage customer complaints in SIGNIFY CRM Tool and FIELD FORCE AUTOMATION TOOL.
• Performance monitoring of service partners for customer complaints.
• Responsible for managing performance KPIs i.e. NPS, TAT etc.
• Responsible for aiding Field Technicians (Safety / Soft Skills etc.)
• Manage Field Service-related activities:
• Responsible to do on site visits and rectification at customer sites across the region.
• Responsible to do on site visits for installation support.
• Surprise audits for engineer safety adherence.
• Surprise on-site visits for validating adherence to PPE’s + Performance (Instant NPS, Site Report etc.)
• Amplight / CCMS / Smart City Lights - operation & maintenance

Job Requirements:

Diploma or B.Tech. in Electrical / Electronics / Electrical & Electronics / Instrumentation with minimum 1-2 years of relevant work experience and has the following:

• Must be familiar with tools like Multimeter, Clamp meter, Soldering iron, Megger etc.
• Good Knowledge of Basic electrical parameters like Voltage, Current, Earthing, Power.
• Basic knowledge about circuit breakers, ELCB, MCB panels.
• Computer Savvy and expertise in MS-OFFICE.
• Team Management and Capable of managing team of field engineers located across various cities in North INDIA.
• Excellent communication skills.
• Ready to travel for customer complaint/installation related activities etc.