Service Engineer

Ezone Security Solutions Pvt. Ltd.; Mumbai; On-site; INR 350,000 - 500,000; Full time

Job summary

Ezone Security Solutions Pvt. Ltd. is seeking a Service Engineer to resolve client-placed service issues with minimum escalations and to ensure customer satisfaction.

You will drive service revenue through AMCs and spare sales, coordinate with Customer Care, update call status, review client systems and past service records, and explain solutions to customers while maintaining quality standards.

The role requires on-site visits at client locations and close adherence to service processes.

Job description

Responsible for resolving the service issues at client place with minimum

escalations and ensure customer satisfaction.

2. Aims in generating service revenues through AMC, spare selling, small sales etc.,

3. Coordinates with customer care, update the call status and acknowledgement from

the client.

4. Understanding the service call customer details from the database about

the systems installed and past service records.

5. Attend the service accordingly to customer service process and deliver

service to client as per the set quality standards.

6. Bill the customer according to the services provided and for the spares

and material used to resolve the service call

7. Educate the customer about various services we offer like AMCs and sell

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,

organization 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)