Service Engineer

Job Description - Service Engineer

Mission:

To provide exceptional technical support to customers utilizing our ATD products, ensuring optimal performance, maximum up time, and customer satisfaction

Key Responsibilities:

• Technical Support: To support the installation, commissioning, maintenance and troubleshooting of ATD products.
• Training: On site training to OEMs for routine inspections, preventive and corrective maintenance, troubleshooting.
• Parts Management: Ensuring parts availability and inventory management at OEM level.
• Sales Support: Product demonstrations and sales consultation.
• Safety Compliance: Enforcing safety protocols and regulatory compliance.
• Data Analysis: Collecting and analyzing data for performance improvement.

Technical Support:

• Provide timely and accurate technical assistance at OEMs, on-site visits.
• Troubleshoot and diagnose complex issues, identifying root causes and recommending solutions.
• Offer guidance on product operation, maintenance, and troubleshooting procedures.
• Conduct diagnostics and provide step-by-step instructions for issue resolution.
• Collaborate with PC-cross functional teams to address complex technical challenges.

Field Service:

• Perform on-site inspections, repairs, and installations of hydraulic breakers.
• Conduct routine maintenance and preventive checks to ensure optimal performance.
• Troubleshoot and resolve field issues, including hydraulic and mechanical problems.
• Coordinate with OEMs to schedule service appointments and minimize downtime.

Customer Relationship Management:

• Understand customer needs by actively listening, asking relevant questions, and identifying specific requirements.
• Leverage product knowledge to recommend suitable product, based on customer needs and technical specifications.
• Build strong relationships with customers through effective communication and problem-solving.
• Proactively address customer concerns and exceed expectations.
• Gather feedback on product performance and customer satisfaction.
• Identify opportunities for product improvement and share insights with the product development team.

Department Responsibilities:

• Technical Expertise: Stay up to date with the latest technologies and industry trends related to ATD products. Continuously expand knowledge of product features, limitations, and troubleshooting techniques. Participate in training programs to enhance technical skills and product knowledge.
• Customer Focus: Prioritize customer satisfaction and strive to deliver exceptional service. Respond promptly to customer inquiries and service requests. Maintain accurate and up-to-date customer records.
• Problem-Solving: Employ a systematic approach to problem-solving, analyzing issues and identifying root causes. Develop creative solutions and workarounds to address complex challenges. Document troubleshooting procedures and lessons learned for future reference.

Experience and Education Qualification:

• 5+ Years of experience in the same field
• BE in Mechanical Engineering

Teamwork:

• Collaborate effectively with colleagues in sales, engineering, and service departments. Share knowledge and expertise to improve team performance. Contribute to a positive and supportive work environment

Competencies

• Field service background (University degree/diploma, through experience up to 5-8 years) with strong technology & application skills in hydraulic attachment equipment.
• Excellent team leadership skills and experience

• Knowledge of common IT Tools (Microsoft Office)

About Epiroc Product Company Nashik:

Epiroc Nashik Product Company is manufacturing hub for Epiroc’s Underground Division (UD), Surface Division (SRD), Tools & Attachment (TLD) and Parts & Services Division (PSD) product lines, producing equipment’s for Construction, Mining and Water-well segment for India and global market and enjoying its exponential growth for several years now!!

Epiroc Product Company Nashik is proud of its highly talented and passionate team of employees. Like Nashik City, Epiroc Nashik Product Company, team is also Inclusive, warm and welcoming.

For more information:

• Watch Video - Epiroc Product Company Nashik
• Watch Video - Make in Nashik (the future is here)
• Watch Video - Focus on Diversity - Women at Epiroc
• Watch Video - Focus on Diversity - Diversity is our Superpower

“Epiroc believes in diversity & inclusion, hence candidates from diversified background, culture, location are encouraged to apply for this position”.

Company presentation:

United. Inspired. Performance unites us, Innovation inspires us, and commitment drives us to keep moving forward.

In the 150 countries where you can find Epiroc, we encourage our employees to take ownership of their own development and careers with the support from their leaders.

We are committed to give you every opportunity to succeed in a culture of innovation, diversity and collaboration, combined with a caring atmosphere.

Diversity and sustainability are key to grow fresh and innovative ideas and solutions for our customers. Epiroc is a leading manufacturer for the mining and infrastructure industries. Learn more at www.epirocgroup.com