Service Engineer

Ezone Security Solutions Pvt. Ltd.; Hyderabad; On-site; INR 300,000 - 380,000; Full time

Job summary

Ezone Security Solutions Pvt. Ltd. is seeking a Service Engineer to operate at client sites in Hyderabad, resolving technical service issues and ensuring adherence to quality standards and customer satisfaction.

The role involves coordinating with customer care, updating call statuses, and explaining problems and solutions while promoting AMCs and spare parts to generate service revenue.

Qualifications

• Must have technical aptitude for ELV systems and field service

Responsibilities

• Resolve service issues at client sites with minimum escalations and ensure customer satisfaction.
• Generate service revenues through AMC, spare selling, and small sales.
• Coordinate with customer care, update the call status and acknowledgement from the client.
• Understand service call details from the database about installed systems and past service records.
• Attend service calls per the service process and deliver service to the client per quality standards.
• Bill the customer according to services provided and for spares used to resolve the service call.
• Educate the customer about services offered (AMCs, etc.) and upsell when needed to address customer requirements.

Job description

1. 1. Responsible for resolving the service issues at client place with minimum escalations and ensure customer satisfaction.
2. 2. Aims in generating service revenues through AMC, spare selling, small sales etc.,
3. 3. Coordinates with customer care, update the call status and acknowledgement from the client.
4. 4. Understanding the service call customer details from the database about
5. the systems installed and past service records.
6. 5. Attend the service accordingly to customer service process and deliver
7. service to client as per the set quality standards.
8. 6. Bill the customer according to the services provided and for the spares
9. and material used to resolve the service call
10. 7. Educate the customer about various services we offer like AMCs and sell
11. our services whenever there is a customer need.

Role Context

:-The role will be at Client place in resolving various client issues technically.

The Service engineer is responsible for resolving at technical issues at client place, explain the customer about the problem and its solution through our service delivery in various ways like comprehensive and non comprehensive AMC etc., Ensure customer satisfaction at all levels without compromising on standards and quality , organisation norms. Responsible for generation of service revenues. Coordinates with Customer care, service coordinator and reports to Service Manager / Team Leader.

Mechanical People look after - Fire Hydrants,Sprinklers,NOVAC(Gas suppression)

ELV Electronics People look after - CCTV,Access control,fire alarms,public address,VESDA(very early stage detection system),BMS (Building management system)