Service Engineer

Shashwath Solution; Pune District; On-site; INR 300,000 - 600,000; Full time

Job summary

Shashwath Solution is seeking a Service Engineer to resolve support tickets and participate in AMC projects for CCTV, access control and fire/safety solutions. You will coordinate with external contractors and internal teams, ensuring high-quality service within SLAs and proper documentation.

The role requires hands-on knowledge of security systems, good communication skills, and willingness to travel frequently for on-site support across customer sites.

Qualifications

• Diploma/BE/BTech in Electricals, Mechanical or CS is required.
• 1-3 years of experience in Security Systems Integration, CCTV, Visitor Management, Parking Management, IDS, VSS, Access Control or Fire Detection systems.

Responsibilities

• Resolve support tickets within SLAs and ensure timely closure.
• Display working knowledge of industry standards and company services for customers.
• Coordinate with AMC team and external contractors to support installations and maintenance.
• Receive and resolve service requests, ensuring all reports are complete and properly documented.

Skills

Customer relationship management

Customer Service Management

Education

Diploma/BE/BTech (Electricals, Mech, CS)

Tools

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