Purpose
The Maintenance Engineer is responsible for working on all service related tickets. He/she maintains the ticket systems and keeps track of the issues for the follow ups. The Maintenance Engineer is responsible for technically resolving service tickets and reporting on the service ticket status. He/she advises on improvements of processes to the Service Coordinator.
The Maintenance Engineer is the Go-to person for service coordinator in case of service issues reported by customers directly or via ticket portal. Actions to improve processes are initiated in order to improve the business.
The Maintenance Engineer works closely together with the Service Coordinator to ensure optimal performance of the Service Organization ensuring maximum focus on resolving the customer tickets.
The Maintenance Enginee will also aid in looking over the parts repair process in coordination with Warehouse, Production/Assembly and Service Coordinator.
Functions
ESSENTIAL
§ Adequately responding to service tickets/issues in coordination with Service Support & Service Coordinator.
§ Actively working on the service tickets based on the priority. Resolve queries associated with AGV/AMR & equipment and timely troubleshooting using available documentation & resources.
§ Support any administrative tasks for the service department.
§ Handling the Service Support phone line in business hours.
§ Coordination & preparation of repairs which will be executed on within production.
§ Assist production for repairs, if required.
§ Managing parts software configuring for outgoing parts within Production.
§ Assisting in effective tool management for service team in coordination with Production manager.
§ Go to customer sites for corrective maintenance/repairs, if required.
§ Assist with any other duties as and when required.
ADDITIONAL
§ Continuously optimize the service processes by evaluating and making recommendations for improvements as well as the development of these improvements.
§ Look for process improvements within the adjacent departments and advice the teams on these.
§ Undertake continuous improvement and special projects as instructed by management.
§ Other duties as assigned.