1. Job Description: - ''Sales & Customer Support Engineer"

1. Investigate and resolve problems at customers place as well as at regional offices.

2. Customer visits.

3. Product fault diagnosis & troubleshooting.

4. Calibration, AMC.

5. Filed testing of product.

6. Customer Training.

7. Sales Target Achievement, Revenue & Collection,.

8. Product Market Share Increase.

9. Customer Satisfaction.

10. Coverage Expansion.

Job Description :

Customer Support Engineer

Job Description :

a) Investigate and resolve problems through different mediums/channels (Phone calls, Email or chats).

b) You will successfully resolve Issues/Query from incoming customer contacts and proactive notification systems.

c) You will proactively assist customers to avoid or reduce problem occurrence.

d) You will engage with team members for support as required to ensure customer Service Level Agreement (SLA) demands are met.

e) Manage customer pipelines efficiently and build excellent relationships with the customers.

f) Escalate the issue to managers whenever required.

g) Adhere to the data management processes & ensure that there is 100% data accuracy always.

h) Participate in daily & weekly meetings to update the progress & discuss issues, if any.

i) Learn and scale up on the latest technology skills sets required for the industry.

j) To resolve complex technical queries and issues of product functionality and defect correction as well as coordinating with the relevant stake holders for product support.

k) Resolve the customer issues within defined TAT/SLA.

l) Must be able to demonstrate excellent troubleshooting and problem-solving skills.

m) Ensure complete documentation of all activities are undertaken with respect to the ticket in the case log or trackers.

n) Adhere to the Process defined on both Operations and Quality legend.

o) Ability in timely Escalation (Approach to handle issue, to understand when to escalate & what will be handled by themselves), attention to detail, ability to research and able to arrive at solution and also challenges the process and come up with different alternatives - .-

2. Customer Engagement :

p) Understanding customer behavior, expectations from the product analyzing Usage trends and product adaptability to increase usage and make the product sticky.

q) Work towards providing an excellent customer experience by going that extra mile on every interaction.

3. Customer Retention :

r) Maintain overall customer satisfaction levels.

s) To meet the targets set by the management for defined metrics.

4. Field Support :

t) To ensure the field activity such as new Installations or troubleshooting is co-ordinate with the respective stake holders for continuous planned activity.

u) Should contact the customers directly and ensure that the vehicles are available for installations or troubleshooting.

v) Track and monitor the field activity and report the same to the Managers on regular basis.

w) Co-ordinate with the Procurement team for the seamless flow of required materials for Installations and Troubleshooting.

5. SALES :

- To generate new business and ensure its achievement in FY2024-25

- report in review meeting every month end.

- To work for project business from Private, Govt and tenders including GeM and other state, central Govt tendering portal.

- To generate business from the central and state Govt funds to be allotted for various new schemes and opportunities.

- To complete sales cycle right from generating the leads to getting payment in time, ensuring customer satisfaction, taking references and expanding our outreach.

- To attending leads/enquiries, service calls, pre and post sale presentations, PR, demo, customer satisfaction, collecting work completion report etc.

- To making good contacts and connections with the higher authorities of the departments of respective segments mentioned above.

- To building Scientech, Nvis brand and increase market share in the above-mentioned territories and segments.

5. Reports :

a) Ensure to log all the interactions with the customers in the available systems.

b) Prepare Daily, Weekly and Monthly reports and share the same with the management as guided.

c) MIS Keep repository and history of every detail and share as requested by the management.

Key Responsibilities Engineer Sales :

- Sales Target Achievement, Revenue & Collection,

- Product Market Share Increase

- Customer Satisfaction

- Coverage Expansion