Parts & Service Engineer

Position :  Parts & Service Engineer

Job Overview

This position is responsible for customer relationship on a long-term basis. This position is expected to guide the new Business Partners into Epiroc way of working and gain customer satisfaction through these channel partners.

Responsibilities

• Be a single point of contact for all aftermarket activities for the assigned region.
• Responsible for mentoring the distributor service team and instil a vibrant team spirit.
• Responsible for mapping & managing installed fleet in region.
• Should have good control on Territory management through Channel Partners.
• Responsible for increasing revenues through promotion of different aftermarket products to customers either directly or through Channel partners.
• Organize Service Camps & Road shows.
• Retain existing customer loyalties and improve NPS Score. Special focus on Key customers’ satisfaction in the region.
• Track Business Partners performance to ensure that they are supporting Customers as per the guidelines set out by our organization.
• Support Business Partner with suggested stocking guides as per fleet condition.
• Support in promotion and execution of Service Agreements.
• Forward customer feedback and any leads on new equipment requirements to Marketing Team.
• Should have good co-ordination skills with Regional & Head Office supporting teams for quotation, order placement, material arrangement, invoicing, and dispatch of Parts. Responsible for timely collection of payments from Customers & Channel Partners.
• Increase value added service and provide proper technical support.
• Responsible for monitoring, managing and timely resolution of customer complaints
• Proper documenting of Complaints with mean time to restore is maintained as per group guidelines.
• Position requires regular domestic travel & frequent interaction with Customers
• Ensure to Maintain Safety Culture at Workplace. Take part in all SHE Activities.
• Participate in RCA and FIP's for analysis to improve of Fleets.

Qualifications: 

BE/Diploma in Mechanical/Electrical

3 to 5 years' experience with exposure of Hydraulic Attachment products.

Well Experience with SHE standard and guidelines.
Technical Competent on Hydraulic breakers. 
Having good troubleshooting skills on Hydraulic attachments as well as in excavators.

Having good knowledge of MS Office, particularly Excel, Word, and PowerPoint, along with strong presentation skills.
Communication Skills, Analytical Skills, Interpersonal Skills, Problem-Solving Skills, Attention to Detail, Teamwork and Collaboration, Adaptability, Critical Thinking, Time Management, Problem Ownership, Risk Management, Customer Focus.
Exposure to Failure Analysis (FMEA & RCA), Reliability and Sustainability Engineering.
Understanding and applying reliability metrics such as Mean Time Between Failures (MTBF), Mean Time To Repair (MTTR), and failure rate analysis.

Skills & Competencies: 

Analytical Mindset       :-          Approaching problems with logic and reasoning and systematically evaluating evidence to arrive at sound conclusions.
Problem                       :-          Solving Orientation: Being proactive in identifying and addressing reliability issues, rather than waiting for them to escalate.
Resilience                   :-          Persevering in the face of challenges and setbacks and demonstrating determination to solve complex reliability problems.
Thoroughness             :-          Paying close attention to details when analysing data, conducting tests, or assessing potential failure modes ensures accuracy and reliability in findings.
Investigative Nature    :-          Having a natural inclination to explore and understand how systems work and why failures occur fosters continuous improvement and innovation.
Outcome-Oriented      :-          Focusing on delivering tangible results and improvements in product reliability, rather than just completing tasks.
Self-Development       :-          Actively seeking opportunities to expand knowledge and skills, staying updated with emerging technologies and best practices in reliability engineering.

Location : India, Ranchi

Last date of application will be 10 days from the date of posting.