Service Engineer ( Sr and Jr )

Job Description

Pratish Packaging Pvt Ltd
05, Vakil Industrial Estate, Walbhat Road, Goregaon (E). Mumbai-400 063.
Ph: 91-22-26855342 Email: mumbai@pratishinc.com

Job Description Senior Service Engineer
Position: Senior Service Engineer
Department: Service
Reporting To: Service Manager / Head Customer Support
Location: [Location]
Travel: Extensive travel across India and overseas (if required)
Job Summary
The Senior Service Engineer is responsible for the installation, commissioning, preventive maintenance, breakdown support, troubleshooting, and technical support of packaging machinery at customer sites. The role also involves leading field service activities, mentoring junior engineers, maintaining high customer satisfaction, and ensuring service revenue targets are achieved.
Key Responsibilities
Technical Responsibilities

• Install, commission, and validate packaging machinery at customer sites.
• Perform preventive and predictive maintenance as per service schedules.
• Diagnose and resolve mechanical, electrical, pneumatic, and PLC-related faults.
• Conduct machine performance audits and recommend improvements.
• Carry out machine upgrades, retrofits, and modifications.
• Ensure machines achieve agreed performance standards after commissioning.
• Maintain proper documentation of service activities and machine history.

Customer Support

• Respond promptly to customer service calls and minimize machine downtime.
• Provide technical guidance and operator training to customer personnel.
• Build strong relationships with customers through professional service.
• Handle customer complaints effectively and ensure timely resolution.
• Coordinate with customers regarding service schedules and spare part requirements.

Team Leadership

• Guide and mentor Service Engineers and Service Technicians.
• Provide on-site technical support during complex breakdowns.
• Assist in technical training for new service team members.
• Share technical knowledge and best practices within the department.

Spare Parts & Revenue

• Identify spare part requirements during service visits.
• Promote Annual Maintenance Contracts (AMC), machine upgrades, and service offerings.
• Support spare parts sales by recommending replacement components.
• Prepare accurate service reports and obtain customer approvals.

Documentation & Compliance

• Submit service reports within 24 hours of job completion.
• Maintain installation, commissioning, and maintenance records.
• Follow company safety standards and customer site safety regulations.
• Ensure compliance with quality management procedures.

Key Performance Indicators (KPIs)

• Customer complaint response time
• First-time fix rate
• Machine uptime achieved
• Preventive maintenance compliance
• Customer satisfaction score
• Service report submission within timelines
• Installation and commissioning completed as per schedule
• Service revenue generated through AMC, spare parts, and upgrades
• Repeat service complaints
• Safety compliance and zero accident record

Required Qualifications

• Diploma / Bachelor's Degree in Mechanical, Electrical, Electronics, Mechatronics, or Instrumentation Engineering.

Experience

• 412 years of experience in industrial machinery installation and after-sales service.
• Experience in packaging machinery, automation, conveyors, palletizers, stretch wrappers, shrink wrappers, or end-of-line packaging systems is preferred.
• Experience with PLCs, HMIs, servo systems, and industrial automation is desirable.

Required Skills

• Strong troubleshooting skills
• Mechanical and electrical maintenance expertise
• Knowledge of PLC and automation systems
• Excellent communication and customer-handling skills
• Leadership and team management abilities
• Planning and time management
• Technical report writing
• Computer proficiency (MS Office, ERP/CRM systems)
• Ability to work independently under pressure

Behavioural Competencies

• Customer-focused
• Problem-solving mindset
• Ownership and accountability
• Strong interpersonal skills
• Positive attitude
• Continuous learning approach
• High ethical standards
• Adaptability and willingness to travel extensively

Working Conditions

• Frequent travel to customer locations.
• Ability to work on weekends or holidays during emergency breakdowns.
• Willingness to work at manufacturing plants and industrial sites while following all safety protocols.

More Info

Education