Engineer – After Sales Service Support, Chennai

Job Description:

Job Purpose:

The After Sales Service Engineer may work directly with customers to address their needs and expectations. This position is responsible for receiving customer product returns, analyzing and following up with the approval of the Quality & After Sales Service – Assistant Manager, to drive excellence for customers and the organization.

Key Responsibilities & Duties:

• Interface with both internal & external customers directly and authorize returns from the customer.
• Handle the day-to-day RMA receiving activities (utilizing SAP and the RMA tracking database).
• Perform basic analysis on RMA returns.
• Ensure a high level of customer service is delivered to all customers, in accordance with customer expectations and requirements.
• Work closely with internal departments such as Sales, Order Processing, Project Engineering, Quality, Production and Logistics as required.
• Prepare RMA tracking reports showing process efficiency.
• Assist in troubleshooting as required.
• Perform customer visit tasks as required.

Duties of the Role:

1. Respond to complaints – over the phone, email and face-to-face from customers

   - Time Spent: 50%

   - Competencies: Communication skills including conflict resolution and friendly manner

   - Requirement: Must have

2. Technical service and support to business team-customer

   - Time Spent: 30%

   - Competencies: Good organisational skills and attention to detail; Team orientated approach

   - Requirement: Must have

3. RMA product analysis, rework and data entry skill

   - Time Spent: 20%

   - Competencies: Product knowledge + MS Excel, Word & PowerPoint database skills

   - Requirement: Optional

Academic Qualifications:

• B.E / B.Tech – Mechanical Engineer or Electrical Engineer with regular stream

Work Experience and Skills:

• 2–3 years’ experience with RMA background from reputed companies