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Job28 Mar 2024

Engineer II - Customer Support

Asteria Aerospace


Job type

Full time


Job Description

As the Service & Repair Lead at Asteria Aerospace, you will be responsible for overseeing & managing the service and repair activities within the customer support department. Your primary objective will be to ensure the highest quality standards in servicing and repairing Asteria's products, which are used in various applications such as aerial surveillance & security, agriculture, mapping, and industrial inspection. Your role will contribute to maintaining high customer satisfaction and excellent service standards.
Specific Responsibilities
  • Service & Repair Planning: Develop and implement plans for scheduling the service and repair of existing products at customer locations.
  • Service Delivery: Ensure smooth and seamless servicing of systems by meeting Service Level Agreements (SLAs).
  • Material Planning: Perform material planning and provide stock projections on a Quarterly basis.
  • Service Center Management: Oversee all service and repair activities at dedicated service centers (e.g., Masgaon CRPF Maintenance Hub, Udhampur & Srinagar). Oversee the operation and maintenance of service centers, ensuring they are well-equipped, organized, and adhere to safety protocols.
  • Inventory Management: Collaborate with the PPC/Procurement team to manage spare parts and equipment inventory required for service and repair, ensuring adequate stock levels and timely replenishment.
  • Service Record Keeping: Maintain service records with relevant details and documents. Ensure accurate and up-to-date documentation of service and repair activities, including service records, repair reports, warranties, and customer feedback.
  • Process Improvement: Implement new processes and improve service activities to enhance efficiency and effectiveness.
  • Service Data Management: Concentrate on managing service data effectively. 
  • Warranty Compliance: Refer to customer Request for Proposal (RFP)/contract documents and meet all terms and conditions stated in the warranty and service repair clauses.
  • Customer Bulletins: Carry out Service Bulletin activities related to critical Non-Conformance Reports (NCRs).
  • Quality Assurance: Establish and enforce quality standards and procedures for service and repair activities, ensuring compliance with the companys regulations and customer requirements.
  • Customer Satisfaction: Ensure the delivery of excellent customer service by monitoring and assessing customer interactions, resolving escalated issues, and implementing solutions to enhance customer satisfaction.
  • Team Management: Lead and manage a team of customer service representatives, including recruitment, training, coaching, and performance management.
  • Process Improvement: Continuously review and improve customer service processes and workflows to optimize efficiency, effectiveness & productivity and enhance the overall customer service experience.
  • Metrics and Reporting: Define and track key performance indicators (KPIs) to measure the effectiveness/efficiency of customer service & repair activities performed by service engineers, prepare regular reports, and present insights and recommendations to the customer support manager.
  • Training and Development: Facilitate training programs to enhance the technical skills and knowledge of the service team, keeping them updated on new products and technologies.
  • Compliance: Adhere to the company's rules and regulations.
Reporting Tasks:
  • Weekly Reports: Submit weekly service and maintenance reports. (Every Friday)
  • Service Issue Tracker: Maintain and update the service issue tracker on a daily basis. (SharePoint)
  • Non-Conformance Reports: Ensure the NCs are being raised for the deviations or NC observed during service activities.
  • Workload Reporting: Report the team workload and completion status of service activities on a daily basis.
  • Escalation: Communicate problems that cannot be resolved at the first level, providing reasons.
  • On-time Completion: Report 100% on-time completion of repairs or hardware part replacements according to agreed targets or provide reasons for any delays.
  • Team Performance based on KRA & KPI Metrics.
Desired Skills & Characteristics
  • Communication Skills: Possess excellent verbal and written communication skills to effectively interact with customers, team members, and other stakeholders. The ability to convey technical information in a clear and understandable manner is crucial.

  • Problem-Solving Abilities: Exhibit strong problem-solving and analytical skills to identify root causes of issues and develop effective solutions in a timely manner. The ability to think critically and make sound decisions is essential.

  • Organization and Time Management: Display strong organizational skills to manage multiple tasks, prioritize work effectively, and meet deadlines. The ability to handle a fast-paced work environment and adapt to changing priorities is important.

  • Customer Service Orientation: Demonstrates good customer service attributes such as courtesy, problem-solving, reliability, and good decision-making skills. Have a deep commitment to providing exceptional customer service, with the ability to empathize with customers, understand their needs, and ensure their satisfaction.

  • Collaboration: Foster a collaborative and team-oriented work environment by effectively working with cross-functional teams, such as engineering, product development, and procurement, to ensure efficient service and repair operations.

  • Attention to Detail: Demonstrate a keen eye for detail and a commitment to maintaining high-quality standards in service and repair activities.

  • Data Analysis: Have proficiency in analyzing service and repair data to identify trends, performance gaps, and opportunities for improvement. The ability to use data to drive decision-making and implement data-driven strategies is advantageous.

  • Conflict Resolution: Possess strong conflict resolution skills to address customer complaints and resolve conflicts with professionalism and diplomacy.

  • Coaching and Mentoring: Possess the ability to coach and mentor team members, providing guidance, support, and feedback to help them develop their skills and reach their full potential.

  • Adaptability: Be flexible and adaptable to changing circumstances and customer requirements. The ability to handle unforeseen challenges and adjust service plans accordingly is crucial.

  • Emotional Intelligence: Display emotional intelligence by being patient, empathetic, and understanding towards customers and team members, even in challenging situations.
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