Engineer South Service

Position Title : Service Engineer

Organization Context

Position Title

Service Engineer

Employee Name

Grade :

M08/M09

Department

Aftermarkets

Location:

Region Specific

Reports To

Zonal Lead Service

Reported By

ACG is the world’s only integrated pharma manufacturing solutions company. We are headquartered in Mumbai , India. ACG has a presence in over 100 countries with its products and services that strive to provide world-class technology across multiple domains. We offer a complete range of solutions beginning with empty capsules; granulation and tablet coating; capsule filling; tabletting; packaging films; blister packing and carton packing to the end-of-line solutions and track and trace systems.

We have an opportunity in ACG Capsule / ACG Engineering / ACG Pharma Packaging / ACG Inspection of a Service Engineer

• Job Objective
• Prompt customer services to achieve high customer satisfaction
• Meet aftermarket revenue targets for the business growth.
• Enhance customer engagement & create business opportunities.
• 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 Driver’s License without limitations.
• Must be able to pass background checks and drug screens, as required.
  
  
  

Functional

Key Responsibilities

• Provide a consistently high and professional 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 ACG’s 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.
• Key Result Areas
• Improve CES in for respective installations
• Spares and service business
• Optimize man-days for the service execution
• Key Interfaces
  
  
  

Internal Interfaces

External Interfaces

• AE
• Production
• Q&A
• Process
• Sales
• NPD
• A&C
• Procurement
• Vendor
• Customer
• ACG Persona
  
  
  

Persona

Level

Competency

Level

Techno commercial knowledge of service

Intermediate

Quality and Service Orientation

Advance

Problem Solving

Intermediate

Innovation

Intermediate

To enter AMC Contracts

Advanced

Cross Functional Team Working

Advanced

Drive for Consistent Results

Intermediate

• Educational and Experience Requirements
  
  
  

Minimum Requirement

Desired

Level of Education

DME

B.E

Experience

4 to 5 yrs

3 to 4 yrs