Field Service Technician - VSS

Your role

Mission/Purpose of the Job 
Edwards is proud to lead the vacuum and abatement industry. Committed to safe and sustainable innovation, our Field and Onsite Service teams work alongside our customers, to install, commission, maintain and troubleshoot our Products, enabling technology for everyone across the planet. The most important characteristic of our Field/Onsite Engineer 2s is the ability to role model and apply deep domain and technical expertise, to successfully lead and deliver our most complex 
operational tasks and commitments. Field Service Technicians recognise how our work contributes to individual, team and organisational success and champion Edwards strengths to generate opportunities. You are thorough and keen to share technical expertise with less experienced colleagues and enjoy pushing yourself to grow deep technical capability or operational people skills. You able to provide the highest levels of field service support, including installation, commissioning, maintenance and troubleshooting of Edwards products, with key areas of focus being on safety and quality whilst ensuring strong levels of customer satisfaction. Coaching and continues support of other team members to help deliver against customer expectations is also a requirement with this role.

Main Responsibilities

Day-to-day Activites
-    Undertake Installation, commissioning and maintenance of Edwards products mainly Abatement systems alongside Shareway make abatement systems that are coming to India through OEM sale from China

-    Carry out PM activities mainly for the abatement plasma abatement system

-    Undergo training for other Semi products mainly Dry Pumps. For this purpose, candidate to be based in Chakan site for the preliminary 6 months

-    Conducts advanced fault-finding and troubleshooting support, targeting to resolve or escalate issues within contractual timeframe commitments to meet customers’ expectations
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-    Demonstrates a visible and active commitment to ensure that all monitored field service activities are conducted within the boundaries of all applicable regulations, policies, and procedures to ensure organizational, safety and health obligations are met. Adheres to all relevant aspects of the risk control elements

-    Develops factual, detailed reports for the team leader and/or technical support personnel to enable informed decisions to be made to resolve product issues

-    Use Edwards processes and operating platforms to accurately capture service-related information as determined by the scope of responsibility for creation of field service notifications and orders, through to completion

-    Timely reporting of warranty complaints and product quality issues

Service & Spare Parts Sales 
    Aftermarket sales for AMCs and Spare Parts for All Semi products (Abatement to start with) from his key customers
    Develop and maintain close professional relations with customers

Service efficiency
    Ensure service interventions in an efficient manner (First Time Fix the problem) in strict compliance with operating procedures and manuals.
    Monitor customer response time & make strategy for contineous improvement in response time.
    Identify potential spares and service needs with the dealer and distributor.
    Maintain Net promoter score in line with related targets.
    Adopt & maintain new Service technique in line with market requirements.

Compliance with Corporate Guidelines-
- Follow in letter and spirit the Atlas Copco Vision, Mission and core values
- Comply with the Atlas Copco Business Code of Conduct
- Comply with the policies and procedures communicated from time to time
- Perform any other tasks given by supervisor from time to time

To succeed, you will need

Skills / Knowledge / Experience

•    Strong customer focus to ensure delivered solutions meet customer expectations and timeframes, whilst working in alignment with Edwards strategies and processes 
•    Self-directed with the ability to handle and resolve complex and challenging problems whilst maintaining a positive engagement with the customer 
•    Proactively seeks customer feedback and asks questions to understand customer ‘s business to make effective decisions 
•    Continuously looking for better ways to improve efficiency, productivity, and customer satisfaction 
•    Able to share technical expertise and knowledge to customers and team members and provide coaching to less experienced team members 
•    Influences other team members to deliver company objectives 
•    Complies with all applicable laws, policies, and standards to ensure organizational, safety and health obligations are met 
•    Good written and verbal communication skills. Proficient in-home country language, a strong command of written and spoken English is desirable 
•    Able to use computer software to record data and write reports 
•    Can understand and interpret technical documentation relevant to work e.g., technical drawings 
•    Education level: Diploma/ITI in mechanical/fitter/electronics discipline. 
•    Minimum of 2 years of field service experience in a relevant or related industry, ideally with a strong customer facing focus
•    Product Knowledge –Plasma Abatement system, Dry Pumps, Cryo Pumps, STPs, Molecular Delivery System

Scope of the job 
    Due to the nature of the role, there will be a requirement to travel PAN India to meet customer contractual commitments and/or as part of an emergency coverage plan
    The position requires a high level of physical activity; therefore, a medical assessment may be conducted prior to employment to ensure minimum requirements are met
    Due to the risks associated with working in e Sub-fab environment Edwards takes H&S extremally seriously. Continuing ongoing H&S training is required is necessary with this position
    The candidate MUST have a valid Indian Passport and a Driving License

Personality Requirements

    Energetic, dynamic and self-motivated person with a strong positive attitude
    Good Interpersonal skills
    Effective Presentation and Communication Skills
    Skill in solution selling and developing difficult and new markets for Industrial vacuum solutions.
    Hard working person with good perseverance
    Structured and organized person

Critical Skills 

o    Customer Centric
o    Communication Skill
o    Interaction
o    Transparent
o    Parsevarence
o    Ready to Learn attitude

Other requirements

Computer proficiency -MS office & office 365 Knowledge
Candidates should be ready to be based in Pune Work

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location

On-Site
This role requires you to work on-site at our office in Dholera/Ahmedabad, India (IN). You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.