Service Engineer

Shashwath Solution; Pune District; On-site; INR 300,000 - 420,000; Full time

Job summary

Shashwath Solution in Pune district, India seeks a Service Engineer to resolve support tickets within SLA, support AMC projects, and coordinate external contractors for CCTV and security systems. Strong communication and problem-solving are essential.

The candidate should have a Diploma/BE/BTech in Electricals/Mech/CS with 1–3 years of relevant experience in security systems integration and related technologies. Willingness to travel is needed.

Qualifications

• Diploma or BE/BTech in Electrical, Mechanical, or CS.
• 1–3 years of experience in Security Systems Integration and related areas.
• Experience with CCTV, Access Control, Visitor/Parking systems, and fire solutions is beneficial.

Responsibilities

• Resolves support tickets within SLAs and maintains proper records.
• Supports AMC projects and coordinates external contractors.
• Maintains service reports and ensures customer satisfaction.
• Displays knowledge of industry standards and product details.

Skills

Customer relationship management

Customer Service Management

OEM certifications

Education

Diploma/BE/BTech in Electricals/Mech/CS

Tools

Excel

Word

PowerPoint

Ticketing systems

Job description

Job Overview

Service Engineer for Services is responsible for resolving support tickets adhering to agreed SLAs. He is technically strong in common Systems like Fire, Safety and Security solutions like CCTV, ACS offered by Bion. He is a part of AMC projects and capable of managing external contractors.

Responsibilities and Duties

• Displays reasonable working knowledge of industry standards and practices, including product details and company services offered.
• Offers exemplary customer service, including maintaining customer relationships.
• Conducts PM activity as planned. Takes support from senior team members of AMC to clear any hurdle.
• Receives and resolves support tickets with SLAs.
• Receives and ensure completeness of all service reports. Maintains proper documents.

Qualifications

• Diploma/BE/BTech (Electricals, Mech, CS)
• 1-3 years of experience in Security Systems Integration, CCTV Solution implementation, Visitor Management System, Parking Management System, Intrusion Detection, Video Surveillance, Access Control, Fire Detection, Public Addressable System, Other physical Security Surveillance systems.

Specific skills

• Customer relationship management
• Customer Service Management
• Certification in from OEM like Honeywell, Tyco, Avigilon etc. on their systems and products will be added advantage.

Language, Personality and Behavioral skills

• Excellent verbal communication, and the ability to convey information clearly and effectively.
• Good interpersonal skills and customer service oriented thinking.
• Problem-solving abilities.
• Trouble shooting skills with great inquisitees to learn new things.
• Good time management.
• Open to Frequent travels.
• Strong attention to details
• Confident, Proactive and willing to take on challenges.
• Good listening skills and able to direct individuals.

Additional Training & Certifications (Preferred)

• Customer service
• Ticketing IT System

Computer skills

• Should have working experience of using Microsoft Excel, Word and power point presentation.
• Should be well versed on using computers/ laptops.
• Any Ticketing system (Preferred)

Performance Evaluation

• Performance of the job role and responsibility is evaluated on the following set Key Result Areas (KRA)
• SLA.
• Planned Maintenance
• Escalations