Engineer - Customer Service

Do you want to be part of creating a safer world? Without thinking about it, you meet us in your everyday life – at home, in transit and at work. We are at the airport, where you commute, where you work, play and shop. Diverse in our offering, our customer outreach and in our mindset, Gunnebo is leading the transformation of the security business through digitalization and connectivity for the continuous development of smart entrance control and safe storage solutions.

If you are passionate about being part of an exciting transformation journey working with a global, multi-cultural and highly motivated organization this is the opportunity for you. Gunnebo is small enough to see your ideas come true, and big enough to realize your career goals.

About The Role

• Position: Engineer – Customer Service
• No of openings: 1
• Reporting to: Manager – Customer Services
• Location: Bangalore

Key Responsibilities:

• Service Delivery:

- Perform on-site installations, repairs, and maintenance of equipment/products -

- Troubleshoot and resolve technical issues Ensure timely and quality service delivery

• Technical Support:

- Provide phone and email support to customers

- Assist in resolving technical queries and issues • Documentation:

- Maintain accurate records of service activities

- Update customer databases and documentation

• Customer Relationship Management:

- Build and maintain strong customer relationships

- Identify opportunities to upsell or cross-sell services

• Team Collaboration:

- Work with other service engineers and teams to share knowledge and best practices

Key Performance Indicators (KPIs):

• First-time fix rate
• Mean time to repair (MTTR)
• Customer satisfaction ratings
• Service level agreement (SLA) performance
• Technical knowledge and skills assessment
  

Skills and Qualifications:

• Technical knowledge of equipment/products
• Knowledge on Project Management & Service Management
• Troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Ability to work independently and as part of a team
• Time management and organizational skills
• Relevant industry certifications or training