Parts & Service Engineer

Epiroc - Parts & Service Engineer

This position is responsible for customer relationship on a long-term basis. This position is expected to guide the new Business Partners into Epiroc way of working and gain customer satisfaction through these channel partners.

Responsibilities

• Be a single point of contact for all aftermarket activities for the assigned region.
• Responsible for mentoring the distributor service team and instil a vibrant team spirit.
• Responsible for mapping & managing installed fleet in region.
• Should have good control on Territory management through Channel Partners.
• Responsible for increasing revenues through promotion of different aftermarket products to customers either directly or through Channel partners.
• Organize Service Camps & Road shows.
• Retain existing customer loyalties and improve NPS Score. Special focus on Key customers’ satisfaction in the region.
• Track Business Partners performance to ensure that they are supporting Customers as per the guidelines set out by our organization.
• Support Business Partner with suggested stocking guides as per fleet condition.
• Support in promotion and execution of Service Agreements.
• Forward customer feedback and any leads on new equipment requirements to Marketing Team.
• Should have good co-ordination skills with Regional & Head Office supporting teams for quotation, order placement, material arrangement, invoicing, and dispatch of Parts. Responsible for timely collection of payments from Customers & Channel Partners.
• Increase value added service and provide proper technical support.
• Responsible for monitoring, managing and timely resolution of customer complaints
• Proper documenting of Complaints with mean time to restore is maintained as per group guidelines.
• Position requires regular domestic travel & frequent interaction with Customers
• Ensure to Maintain Safety Culture at Workplace. Take part in all SHE Activities.
• Participate in RCA and FIP's for analysis to improve of Fleets.

Qualifications

• BE/Diploma in Mechanical/Electrical
• 3 to 5 years' experience with exposure of Hydraulic Attachment products.
• Well Experience with SHE standard and guidelines.
• Technical Competent on Hydraulic breakers.
• Having good troubleshooting skills on Hydraulic attachments as well as in excavators.
• Having good knowledge of MS Office, particularly Excel, Word, and PowerPoint, along with strong presentation skills.
• Communication Skills, Analytical Skills, Interpersonal Skills, Problem-Solving Skills, Attention to Detail, Teamwork and Collaboration, Adaptability, Critical Thinking, Time Management, Problem Ownership, Risk Management, Customer Focus.
• Exposure to Failure Analysis (FMEA & RCA), Reliability and Sustainability Engineering.
• Understanding and applying reliability metrics such as MTBF, MTTR, and failure rate analysis.

Skills & Competencies:

• Analytical Mindset - Approaching problems with logic and reasoning and systematically evaluating evidence to arrive at sound conclusions.

• Problem-Solving Orientation: Being proactive in identifying and addressing reliability issues, rather than waiting for them to escalate.

• Resilience - Persevering in the face of challenges and setbacks and demonstrating determination to solve complex reliability problems.

• Thoroughness - Paying close attention to details when analysing data, conducting tests, or assessing potential failure modes ensures accuracy and reliability in findings.

• Investigative Nature - Having a natural inclination to explore and understand how systems work and why failures occur fosters continuous improvement and innovation.

• Outcome-Oriented - Focusing on delivering tangible results and improvements in product reliability, rather than just completing tasks.

• Self-Development - Actively seeking opportunities to expand knowledge and skills, staying updated with emerging technologies and best practices in reliability engineering.

• Location: India, Ranchi

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• Job Segment: Sustainability, Construction, Hydraulics, Technical Support, Energy, Engineering, Customer Service, Technology