Service Engineer

About BT Print

BT Print specializes in providing industrial inkjet printing solutions with a focus on batch coding, TIJ printers, and packaging machinery. Headquartered in Kolkata with a branch in Delhi, they serve clients nationwide delivering advanced printing technology and outstanding after-sales support. Their business philosophy centers on positively impacting society by enhancing the value of business activities through meaningful services.

Role Overview

The Service Engineer is tasked with installing, maintaining, repairing, and offering technical support for industrial inkjet printers and associated equipment at various customer locations across India. This position requires strong technical capabilities, a customer-oriented approach, and independent fieldwork to ensure high system availability and customer satisfaction.

Primary Responsibilities

• Install and commission new industrial inkjet printing machinery in customer facilities.
• Configure devices according to client specifications and production needs.
• Conduct post-installation testing and quality assurance checks.
• Provide customer training on machine operation and upkeep.
• Maintain detailed documentation of installations and handovers.
• Execute scheduled preventive maintenance activities to minimize breakdowns.
• Perform systematic inspections and diagnostics to anticipate equipment issues.
• Respond promptly to service requests and resolve technical difficulties.
• Keep comprehensive service logs and equipment history records.
• Advise on necessary upgrades or replacement components.
• Troubleshoot and repair mechanical, electrical, and software faults including parts such as printheads, pumps, sensors, and controllers.
• Apply firmware updates and address software-related problems.
• Analyze root causes of recurring failures to prevent repetition.
• Minimize downtime through efficient repair methods.
• Provide technical guidance, maintain professional communication with clients, and address any concerns escalate as needed.
• Build and sustain strong customer relationships and gather feedback for service enhancement.
• Prepare detailed service reports, update job cards, manage spare parts inventory, and submit regular activity reports to management.
• Stayabreast of the latest printing technologies and participate in continuous training and skill development.
• Suggest process improvements and share knowledge within the team to contribute to collective goals.

Qualifications and Requirements

• Diploma or Bachelor's degree in Electronics, Electrical, Mechanical Engineering, or related disciplines; relevant ITI experience considered.
• 2-5 years of experience servicing industrial equipment, preferably printing machinery.
• Expertise with inkjet printers, batch coding devices, or packaging machinery is advantageous.
• Field service experience mandatory.
• Strong knowledge of electrical and electronic systems along with mechanical troubleshooting ability.
• Familiarity with PLCs, control systems and proficiency in computer applications including MS Office and service software.
• Ability to interpret technical drawings and manuals effectively.
• Good problem-solving aptitude and excellent customer service skills.
• Self-driven, capable of working independently in dynamic environments.
• Proficient communication skills in English and Hindi; regional languages are a benefit.
• Willingness to travel extensively (60-80% travel anticipated) with a valid driver's license.
• Capacity to work under pressure and meet deadlines reliably.

Working Conditions

• Extensive travel throughout assigned territories.
• Work environments include industrial factory floors, production areas, and outdoor customer locations.
• Flexible working hours depending on customer needs, including possible weekends and holidays.
• Strict adherence to safety protocols and use of personal protective equipment (PPE) is mandatory.

Compensation and Benefits

• Competitive salary commensurate with experience and qualifications.
• Travel allowances and expenses covered.
• Mobile phone provided for work-related communication.
• Health insurance available post-probation period.
• Performance-based incentives offered.
• Opportunities for professional growth and development.
• Annual leave and statutory benefits as per company policies.

Performance Indicators

• Customer satisfaction scores.
• Response time averages to service requests.
• Equipment operational uptime percentages.
• First-time fix rates on service calls.
• Completion count of preventive maintenance visits.
• Management of spare parts inventory.
• Quality and timeliness of service reporting.

Career Path

Progression opportunities from Service Engineer to Senior Service Engineer, then Service Team Lead, followed by Service Manager, ultimately advancing to General Manager - Operations.

Equal Opportunity Employer Statement

The company promotes diversity and inclusion, ensuring equal employment opportunities for all.

Additional Notes

This job description is intended to provide a clear understanding of the position's scope but is not inclusive of all tasks and responsibilities which may evolve as per organizational needs.