Job Description

Date:

Dec 30, 2025

Location:

Baddi, India

Company:

ACG

JOB DESCRIPTION

Educational Qualification & Experience:

Educational Qualification:

Diploma in Mechatronics / Mechanical, BE (Mechanical)

Experience

: 3 - 4 Years

Job Context and Purpose:

Area of responsibility

Job Objective

Prompt customer services to achieve high customer satisfaction Meet aftermarket revenue targets for the business growth.

Enhance customer engagement & create business opportunities.

Primary Responsibilities

Strategic and planning
Support HOD-Service in execution of aftermarket strategy and increasing CES.

Job Requirements:

Work authorization for respective region.

Willingness to travel to customer locations within the defined territory/region or as required to fulfil on site assignments. Occasional international travel required (primarily for onboarding and technical training at Indian based manufactured facilities).

Valid Passport and Driver's License without limitations.

Must be able to pass background checks and drug screens, as required.

Functional

Key responsibilities:

Provide a consistently high and professional level of customer service to all internal and external customers.

Perform all types of field service and quality related problems associated with the installation, commissioning, and qualification of processing & packaging machines/equipment.

Interact with overseas engineering and manufacturing as well as local sales and operations.

Provide on-site preventative maintenance on processing & packaging machines.

Provide on-site training to customer personnel on the operation & maintenance of equipment.

Provide support to other service engineers and/or technicians as directed.

Provide support to internal stakeholders for Corrective and Preventative Action (CAPA)

Represent & promote ACG's aftermarket customer support business through the recommendation of annual maintenance contracts, spare parts, machine upgrades, etc.

Prepare and submit all required paperwork and reports in a timely manner.

Provide feedback to local management and head office after customer site visits.

Improve customer satisfaction with regular interaction.

Collect information and inform internal stakeholders on customer trends and competitive machines.


Internal process
Recognizing sales opportunities (Lead generation) and communicating the same to our sales TIC's through CRM platform.

Integrate customer feedback with our existing business process and contribution in CAPA

Help in getting competitor information on products, markets, etc.


People development
Cross Knowledge sharing with internal team members. Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.

Key Competencies: Technical/Functional Competencies

(It will flow into Interview Assessment Form)

Leadership Competencies

(L-Compass as per grade)



Techno commercial knowledge of service

Technical expert in trouble shooting

Analytical ability

Integrate customer feedback

To enter AMC Contracts

Communication

Problem Solving

Cross Functional Team Working

Quality and Service Orientation

* Delivering Consistent Results