Field Engineer Job in Mumbai at Bitsy Infotech Pvt. Ltd.

The contents of this role is :

• Attending queries of on site customer assign by call coordinator
• Giving remote support to customers & engineers on field
• Cross-selling products & AMC over the phone & hence generating revenue
• Training the new engineer to follow processes at Bitsy
• Performing Tasks given by the Service Manager/TL/Director on time
• Will report to the Service Manager/TL/Director of the company
• Along with Etiquette & mannerisms you will also be evaluated for the above contents on monthly basis

The duties elaborated as follows -

• Assume overall responsibility for ensuring 99.99% Customer Uptime.
• Providing online help to customer whenever it's required
• Attend customer complaints on field and give quality resolution
• Ensure that the switches in the network are maintained as per norms.
• Providing guidance to sales person for any technical query
• A helping hand to engineers
• Follow field call fill up process [eg. Sticking Helpline Stickers on every computer & laptop]
• Ensure support for timely connectivity for all the cross functional teams.
• Cross selling by taking reference contacts with corporate companies & maintain rapo
• If in house engineers or other engineer are not able to complete networking calls, field engineer is responsible to personally go on the visit with the engineer & complete the calls as well as provide training at same time
• Provide training to engineers so that they are technically competent
• If doing any calls related to retail ask for job sheet & collect money to submit to the call cordinator
• Only service that material which has AMC sticker on it.
• Maintain Job-sheet reports & submit them to the Team Leader of Service Department
• Analyse repeat complaints and ensure implementation of corrective measures through escalations if required.
• 100% compliance on safety and cardinal rules.
• weekend support to retail customer as per schedule
• Provide structured feedback to management to provide permanent solutions to improve service level.