Service Technician

ELGI Equipments

Purpose of the Job

• Providing hands-on aftermarket technical support for ELGi compressors, including breakdowns, repairs, and maintenance activities.
• Carrying out installation and commissioning of new and existing compressors.
• Executing regular preventive and corrective service activities.
• Generating leads for aftermarket services and spare parts sales.
• Managing customer interactions related to service activities and ensuring high levels of customer satisfaction.

Key Stakeholders and Expectations

Internal Stakeholders

Head Aftermarket-UAE

• Ensure achievement of service delivery KPIs such as TTR, FTR, and CSI.
• Support overall customer satisfaction objectives.

Aftermarket Team

• Coordinate technical support for timely resolution of customer complaints.
• Ensure on-time delivery and availability of parts/components.

External Stakeholders

Customers

• Address customer complaints effectively and promptly.
• Maintain strong customer relationships to ensure customer satisfaction.

Key Result Areas (KRAs)

Technical Service

• Prioritize and resolve compressor breakdowns efficiently.
• Achieve service KPIs including TTR (Turnaround Time) and FTR (First Time Resolution).
• Provide effective troubleshooting and technical support at customer sites.

Warranty Procedures

• Follow company warranty procedures and guidelines.
• Ensure timely closure of warranty-related customer queries.
• Coordinate approvals for product/part recalls as per ELGi policies.
• Implement free-of-cost replacement/service processes wherever applicable.

Service Process

• Perform regular maintenance and service activities.
• Execute AMC and preventive maintenance activities.
• Maintain accurate documentation and service records.
• Update relevant service applications and reports on time.

Customer Satisfaction

• Ensure all customer issues are addressed promptly and satisfactorily.
• Build and maintain strong customer relationships.
• Visit key customers regularly to understand future requirements and service needs.
• Contribute towards achieving Customer Satisfaction Index (CSI) targets.

Key Enabling Responsibilities

Technical Coordination

• Collaborate with internal teams for effective resolution of customer complaints.
• Coordinate with support teams for technical assistance and spare parts availability.

Process Compliance

• Ensure all service and warranty activities comply with ELGi guidelines and procedures.
• Maintain proper documentation and reporting standards.

Customer Relationship Management

• Interact proactively with customers to establish rapport and trust.
• Identify opportunities for aftermarket service and spare parts business.