A. Job Objective

- Prompt customer services to achieve high customer satisfaction
- Meet aftermarket revenue targets for the business growth.
- Enhance customer engagement & create business opportunities.

B. Primary responsibilities

Strategic and planning

- Support HOD-Service in execution of aftermarket strategy and increasing CES.

Job Requirements:

- Work authorization for respective region.
- Willingness to travel to customer locations within the defined territory/region or as required to fulfil on site assignments. Occasional international travel required (primarily for onboarding and technical training at Indian based manufactured facilities).
- Valid Passport and Drivers License without limitations.
- Must be able to pass background checks and drug screens, as required.

Functional

Key responsibilities:

- Provide a consistently high and qualified level of customer service to all internal and external customers.
- Perform all types of field service and quality related problems associated with the installation, commissioning, and qualification of processing & packaging machines/equipment.
- Interact with overseas engineering and manufacturing as well as local sales and operations.
- Provide on-site preventative maintenance on processing & packaging machines.
- Provide on-site training to customer personnel on the operation & maintenance of equipment.
- Provide support to other service engineers and/or technicians as directed.
- Provide support to internal stakeholders for Corrective and Preventative Action (CAPA)




- Represent & promote ACGs aftermarket customer support business through the recommendation of annual maintenance contracts, spare parts, machine upgrades, etc.
- Prepare and submit all required paperwork and reports in a timely manner.
- Provide feedback to local management and head office after customer site visits.
- Improve customer satisfaction with regular interaction.
- Collect information and inform internal stakeholders on customer trends and competitive machines.

Internal process

- Recognizing sales opportunities (Lead generation) and communicating the same to our sales TIC's through CRM platform.
- Integrate customer feedback with our existing business process and contribution in CAPA
- Help in getting competitor information on products, markets, etc.

People development

- Cross Knowledge sharing with internal team members. Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.

C. Key Result Areas

- Improve CES in for respective installations
- Spares and service business
- Optimize man-days for the service execution

D. Key Interfaces

Internal Interfaces

External Interfaces

- AE
- Production
- Q&A;
- Process
- Sales
- NPD
- A&C;
- Procurement

- Vendor
- CustomerRole & responsibilities

Preferred candidate profile

📌 Service Engineer (South Goa)
🏢 ACG
📍 South Goa