Job Title:  Service Engineer, India

AMETEK is seeking a highly self-motivated individual to maintain and improve relationships with existing customers and to take care of existing service contracts for select Scientific Instrument product accounts.

Service Delivery:

• Develop and implement service delivery strategies to meet the needs of clients or customers.
• Monitor service performance against established metrics, identify areas for improvement, and take corrective actions as necessary.
• Ensure service delivery meets or exceeds quality standards and customer expectations.

Client/Customer Relationship Management:

• Build and maintain strong relationships with clients or customers, serving as the primary point of contact for service-related inquiries or issues.
• Proactively identify client/customer needs and recommend solutions to enhance satisfaction and loyalty.
• Address escalated service issues promptly and effectively, striving to resolve conflicts and maintain positive relationships.

Process Improvement:

• Continuously evaluate service delivery processes and workflows to identify inefficiencies and opportunities for improvement.
• Implement process enhancements and best practices to streamline operations, reduce costs, and enhance service quality.
• Monitor the effectiveness of process improvements and make adjustments as needed.

Financial Management:

• Develop and manage budgets for service operations.

Reporting and Analysis:

• Prepare regular reports on service performance, including key metrics, trends, and insights.
• Communicate findings and recommendations to senior management and other stakeholders.

Essential Duties and Responsibilities

• Installation, Maintenance & Product Support for all AMT – SI’s product line including PAR, SOL & SR products.
• To provide installation support for AMT Scientific Instruments products at customer location as per customer contracts /agreed standards.
• To provide end user online / onsite (end user facility) training to help them familiarize, operate and maintain the instrument as per agreed customer contract terms.
• To contact customers to assess the problems and advise necessary action required to include quotation by E-mail.
• Provide Application support to the end users.
• Create opportunities to grow service review through revenues such as a paid preventive maintenance service/ annual calibration or upselling opportunities.
• Provide technical support to customers.
• Managing AMT Service Centre in India and handling service activities for the instruments coming to the lab for repair services.
• Develop strategies & work with Area Sales Manager for maximizing penetration of the company’s products in the region
• Work with the US/UK Technical Support, Customer Support and Production groups to ensure that a teamwork environment is established, and customer service and support is of the highest standard.

Skills and Knowledge

• High level of communication/Interpersonal skills (Verbal and written)
• Experience of Component level Service is preferred.
• Must be self-motivated, able to work alone and with others. (At all levels across the country)
• Good organizational skills.
• Good Knowledge of Electronics Testing and fault finding.
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Language skills

• Proficiency in English. Hindi or any other national language would be an added benefit.
• Ability to read, analyse, and interpret common scientific and technical journals, financial reports, and legal documents.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to effectively present information to management

Technical knowledge/requirement

• University Bachelor degree in Electronics or Instrumentation Engineering.
• Eight years of professional Service Experience, Experience in Electrochemistry Background is preferred.
• Proficient in the use of Microsoft Office software applications.
• Familiarity with Salesforce CRM or other CRM applications preferred.

Comments

• 70% travel typically required, primarily domestic, occasional international if needed.
• Ability to work within a matrix organization, apart from headquarters and support staff, requires a highly motivated, self-starter.