Team leader field service

Your role

Mission/Purpose of the Job 

To perform Service interventions in line with product requirements in an efficient manner with an objective of achieving VTS growth targets & customer satisfaction within VTS structure & guidelines.

Main Responsibilities 
Service Operations-
Lead the Regional Field Service team to deliver below service output,
• To ensure compliance with SHEQ policies in the field service team and service points
• To provide advice and guidance to the FSEs on any regulatory aspects of SHEQ.
• To ensure all that service requirements are met in a safely, timely and efficient manner in respective region.
• Continuously look for the process improvements to maximize the productive hours, utilization of our service team.
• Liaise with subcontractors and suppliers
• To ensure that good standards of engineering practice are always adhered to. (SIBs etc..)
• Maintain the first line support to the regional FS team and acting as a source of engineering expertise, providing advice, guidance and support to customers and colleagues.
• Closely monitor resources in collaboration with service planner to ensure the that allocated work orders completed on an efficient and effective basis.
• To maximize new business potential through effective communication with FS Ops Manager
• To pramote training and development of regional FS team
• Identify the resources need and participate in the recruitment process together with Ops Manager and HR
• Ensure highest customer satisfaction and maximizing the NPS score
- Receive the weekly preventive maintenance and daily breakdown schedule from the service planner. Check with the service       planner and sales engineer for spare parts availability at site. Complete the service at customer site.
- Understand the service procedure from the technical support team in case of a complex procedure.
- Create the service report post job.
Supporting multi brand products by maintaining respective brand dignity.

 In order to complete service interventions at customer site

Service efficiency
- Perform service interventions in an efficient manner (First Time Fix the problem) in strict compliance with operating procedures and manuals.
- Improve utilization hours.
- Identify potential spares and service needs with the service planner to be shared with the sales team.
- Visit detractor customers with complaints to understand and resolve the issue. Implement action plans prepared by      Manager for converting detractors into promoters.

In order to improve service revenue and enhance customer satisfaction

Dealer Operations Monitoring-
- Train dealer engineers to solve complex technical problems
- Keep them updated with relevant technical and product related information.
- Monitor complaints of dealers and track dealer performance to ensure that they are performing service interventions in line with the requirements of the machine population.

In order to equip dealer's service engineers to perform service interventions first time right and to maximize revenues and customer satisfaction through Dealership.

Failure reporting-
- Timely reporting of warranty complaints and product quality related issues
   Escalation of customer feedback

In order to help the product company in addressing product quality issues

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

In order to enrich the Corporate Culture

To succeed, you will need

Skills / Knowledge / Experience
•    BE / Diploma in Mechanical / Electrical Engineering.
•    Minimum 3 - 5 yrs. relevant experience in related field. Applicants who are already working as Service
Engineer will have added advantage.
•    Applicant should have basic knowledge of vacuum technology.
•    Applicant should have knowledge on Installation  commissioning and trouble shooting of Two stage rotary vane pumps,Dry screw vacuum pumps, Dry claw pumps, Oil injected screw pumps, Turbo molecular pumps.
•    Experience in dry vacuum pumps maintenance in chemical & Pharma will be an added advantge.
•    Knowledge Areas:

Knowledge in vacuum application & process ( Chemical distillation,Pharma, Food Industry, analytical instruments,)
Hands on experience in strippig and rebuilding of varies types of  mechaical vacuum pumps.
Basic knowledge on electrical / PLC/ Instrumentation will be added advantage.

•    Committed team player.
•    High levels of energy and drive.
•    Positive attitude..
•    Critical Skills (9 Core Competency based evaluation)
o    Customer Focus
o    Communication
•    Interaction
•    Other requirements:
•    Computer proficiency -MS office & office 365 Knowledge

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 Pune, India (IN). You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.