Field Service Engineer

Job Title: Service Engineer

Role Overview We are seeking a skilled and customer-focused Service Engineer to join our technical team. This role involves providing installation, maintenance, troubleshooting, and technical support for our products or services, ensuring high levels of customer satisfaction. The ideal candidate will have strong technical expertise, a problem-solving mindset, and the ability to communicate effectively with clients to resolve their technical issues.

Key Responsibilities

Installation & Setup • Install, test the DG set • Ensure all equipment and systems are set up according to specifications and operational requirements • Provide customers with on-site training on product usage and maintenance

Maintenance & Troubleshooting • Perform routine maintenance and service checks to ensure optimal DG performance • Diagnose and troubleshoot technical issues, providing solutions and necessary repairs • Conduct software and hardware updates, and replace faulty components as needed • Respond promptly to service requests and resolve issues within defined service level agreements (SLAs)

Customer Support & Relationship Management • Act as the primary point of contact for customers, offering professional, courteous service • Provide technical support via phone, or on-site visits to resolve customer issues • Build strong customer relationships to ensure high levels of satisfaction and repeat business • Educate customers on product maintenance, best practices, and troubleshooting techniques

Technical Documentation & Reporting • Maintain accurate records of service requests, technical issues, and resolutions in the service management system • Prepare detailed technical documentation for product installations, repairs, and maintenance

Inventory & Parts Management • Ensure proper handling of tools, parts, and equipment required for service tasks • Track inventory levels and assist in ordering spare parts when needed • Report defective parts or equipment back to the procurement team for replacements

Team Collaboration & Knowledge Sharing • Collaborate with other engineers and technical teams to resolve complex customer issues • Participate in regular training sessions to keep up with product updates and technical advancements

• Share feedback and suggestions with the team to improve service efficiency and product performance

Preferred Skills & Qualifications

• Proven experience as a Service Engineer or in a similar technical role

• Strong problem-solving and troubleshooting skills

• Proficiency in technical documentation and report generation

• Excellent communication skills to interact with customers and internal teams

• Ability to work independently and manage multiple tasks in a fast-paced environment

• Strong attention to detail and time management skills

• Familiarity with service management software or tools is a plus

• Mechanical, electrical, or software engineering background depending on the product or service being supported

Tools & Platforms

• Service Management Software

• Diagnostic Tools & Equipment

• Mobile Devices

• CRM platforms