About the role
The Service Engineer is responsible for delivering service excellence in line with company guidelines, Quality Management System (QMS) processes, and assigned operational responsibilities. The role focuses on achieving high customer satisfaction, meeting service targets, supporting revenue generation, and ensuring optimal performance of Draeger Safety products. The incumbent will also provide technical guidance and support for critical customer complaints and service-related issues.
Responsibilities- ● Perform planned calibration, refilling, and Hydrostatic Pressure Testing (HPT) activities on devices in accordance with established QMS procedures.
- ● Execute inspection, commissioning, testing, troubleshooting, and maintenance activities for Portable Gas Detection, Fixed Gas Detection Systems (FGDS), and SRPS product portfolios.
- ● Ensure timely and effective resolution of customer service requests while maintaining service quality standards.
- ● Support customers and fellow Service Engineers in handling complex technical issues and critical complaints.
- ● Update daily service activities and job status accurately in CRM systems.
- ● Maintain proper documentation of all completed work, including: ○ Service Reports ○ Test Cards ○ Calibration Certificates ○ Inspection Records
- ● Ensure all documentation is stored and maintained in designated SharePoint repositories and complies with QMS requirements.
- ● Provide technical support and guidance to customers regarding product operation and maintenance.
- ● Collect and communicate customer feedback and product quality concerns to Service and Sales Management.
- ● Foster strong customer relationships through prompt and professional service delivery.
- ● Support service sales activities, including identification and sale of spare parts and service contracts to achieve assigned targets.
- ● Assist Sales teams during demonstrations, exhibitions, workshops, congresses, and customer events.
- ● Identify opportunities for additional service revenue and recommend appropriate solutions.
- ● Complete administrative activities related to service operations.
- ● Follow up on accounts receivable in the assigned territory when required.
- ● Ensure compliance with company policies, safety standards, and reporting requirements.
- ● Diploma / Bachelor's Degree in Electronics, Electrical Engineering, Instrumentation, or a related technical discipline.
- ● Science graduates with relevant technical experience may also be considered.
- ● 2 to 3 years of experience in a similar service engineering role.
- ● Hands-on experience in Fire & Gas Detection Systems and related safety equipment preferred.
- ● Experience in calibration, troubleshooting, commissioning, and maintenance of safety devices is highly desirable.
- ● Knowledge of Fire & Gas Detection Systems.
- ● Strong troubleshooting and diagnostic capabilities.
- ● Understanding of calibration, testing, and commissioning processes.
- ● Familiarity with CRM systems and service documentation.
- ● Proficiency in Microsoft Office applications (Excel, Word, PowerPoint, Outlook).
- ● Knowledge of Quality Management Systems (QMS) and service processes.
- ● Customer Service Orientation
- ● Technical Problem Solving
- ● Attention to Detail
- ● Communication Skills
- ● Team Collaboration
- ● Ownership & Accountability
- ● Willingness to Serve
- ● Planning & Organizing
- ● Continuous Improvement Mindset
- ● Experience working with gas detection, safety equipment, industrial safety products, or related instrumentation.
- ● Ability to travel extensively within assigned territories.
- ● Strong customer-facing and relationship management skills.
- Experience Required: 2-3 Years