Lead customer care Engineer

Work Schedule

Environmental Conditions

Job Description

Summary

• Responsible for performing the routine/preventive maintenance, servicing, and breakdown repairs on AAS/ICP/ICPMS instruments in Eastern part of India.
• Support the AAS/ICP/ICPMS new installation commissioning, and field solving at customer sites and to provide remote support to the clients as needed.
• Delivering demonstrations to ensure the customers are educated on safe and effective equipment use.
• Provide complete detailed service reports on a regular basis as soon as service visits are completed.
• Understanding customer needs and concerns, Providing a high level of customer service. Ensure that customers receive first class service and support in line with service agreements.
• Perform to designated goals of turn-around-time, response time, repair rate and customer expectations.
• Actively support to achieving the CAS and business goals.
• Take ownership for customer satisfaction for services performed.
• Work in accordance to all relevant certification, regulatory requirements and safety norms by company and customers at site.
• Travel as per advise by the reporting manager to provide customer service.

Education:

• Bachelor’s degree/diploma in Instrumentation/ Electronics field.

Years of Experience:

• More than 5-7 years working experience handling the same field equipment’s services.

Knowledge, Skills, Abilities:

• Atomic Absorption spectrometer and ICP/ICPMS hands on experience in relevant Industries & Processes.
• To maintain a professional and positive approach whilst being committed to things we value of integrity, intensity, innovation and involvement. Including:
• Exceeding customer service level expectations (external & internal)
• Working to agreed target days, A focus to finding solutions.
• Working within quality and company policy guidelines, Maintaining a professional appearance at all times

Competency:

• Effective interpersonal, communication and listening skills., problem solving, customer centric approach
• Handling the complicated situations
• Experienced in Microsoft applications including Microsoft office.
• Strong analytical skills, Interpersonal skills with an ability to handle time efficiently and meet agreed timelines.