Field Service Technician 560 views

Job Responsibilities

  • Attend day to day technical calls received from customer. Calls are received over email/phone
  • Provide preventive and corrective maintenance for our CI and DI systems
  • Need to verify and approve warranty claims after checking on the entitlement
  • Ensure that support delivered to warranty products, contracted products & new products.
  • To provide direct service (troubleshooting, installation, servicing, maintenance) to direct customer
  • Technician needs to support thru email/phone and by going onsite wherever required
  • Build up regional expertise in all technical aspects (Internally and Partners and Customers)
  • Enhance communication between Partners and EDC
  • As a technical Backup for channel partners in the region
  • Enforce Problem escalation process & Service Quality Audit exercise to enhance/ensure service quality.
  • Service Business development to secure Entrust Datacard products’ customer base and long term revenues stream. Contract renewals , part sales etc.
  • Enhance parts and supplies sales by providing technical support and quality feedback.
  • Act as a support resource for the Technical Support Engineers in South East Asia( ASEAN and South asia)
  • Assist with the customer help support desk.
  • Involved with the Desktop and CI systems installation and support
  • Deploy and support Datacard software solutions for DI and CIS.
  • Continually liaise with all internal stakeholders on hardware /software projects.
  • Assist resellers on software installation and support as and when required.
  • Keep abreast of new Datacard hardware/Software solutions in order to provide support, installation and related services
  • Maintain a high degree of customer satisfaction
  • May need to report to a customer site every day as the need arises
  • The job requires frequent travelling.
  • The position is transferable to any city in India. It may be limited to one relocation within academic year.

Basic Qualifications

  • List Basic Qualifications (at a minimum an applicant must meet these to be considered a candidate]
  • Minimum of 4 years of experience in banking industry with
  • Diploma/Bachelor degree in Electrical/Electronics/Mechanical Engineering
  • Minimum 5 years relevant working experiences (mechanical electronics). Prior experience as a Service Engineer/Field Service Technician preferred. Exposure to hardware maintenance of electromechanical equipment’s like ATM’s, Card personalization machine
  • Computer skills and experience preferred in the automation environment
  • Strong analytical and problem solving skills
  • Be willing to develop a high degree of product knowledge.
  • Have the ability to work both independently on own initiative and as part of a team.

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