Job Description

Position: Service Engineer

Department: Service Department

Reporting To: Sr. Manager – After Sales and Service

Location: Prithla , Faridabad (Extensive travel across customer locations including Army )

Purpose of the Role

To provide field service support for Mahindra Defence vehicles, ensuring timely resolution of customer concerns, improved vehicle availability, effective warranty management, and enhanced customer satisfaction through proactive engagement and technical expertise.

Key Responsibilities

Customer Support & Field Service

• Attend customer complaints at Army, and other defence customer locations.
• Diagnose and rectify vehicle issues related to engine, transmission, electrical, suspension, braking, and other systems.
• Provide on-site repair and recovery support for off-road vehicles.
• Ensure timely closure of customer complaints and escalations.

Service Operations

• Manage and update customer complaints through the designated ticketing system
• Maintain records of service activities, repairs, warranty claims, and vehicle health status.
• Submit daily, weekly, and monthly service reports.

Warranty & Technical Support

• Conduct technical investigations of vehicle failures.
• Raise and track warranty claims as per company procedures.
• Coordinate with Quality, Manufacturing, Stores, and SCM teams for issue resolution.
• Support root cause analysis and implementation of corrective actions.

Spare Parts Coordination

• Identify spare part requirements for repairs.
• Coordinate with Stores and Logistics teams for timely availability and dispatch of parts.
• Monitor consumption and recommend stocking requirements at service hubs.

Customer Relationship Management

• Maintain regular interaction with customer representatives, EME officers, workshop staff, and unit maintenance personnel.
• Ensure professional communication and timely updates on repair status.
• Support customer review meetings and service presentations.

Technical Training

• Conduct operator and maintenance training for Army/Police personnel.
• Develop and deliver basic troubleshooting and preventive maintenance sessions.
• Support preparation of training material and technical manuals.

Fleet Health Monitoring

• Monitor vehicle uptime/downtime.
• Track recurring failures and recommend preventive measures.
• Support fleet audits and technical inspections at customer locations.

Travel Requirements

• Extensive travel across India, including remote and high-altitude locations such as Leh, Ladakh, Sikkim, Jammu & Kashmir, North-East region, Rajasthan, and other operational zones.
• Willingness to undertake short-notice deployments for breakdown support.

Educational Qualification

• Diploma / B.E. / B.Tech in Mechanical, Automobile, Electrical, or related discipline.

Experience

• 5 to 8 years of experience in field service, automotive service, defence vehicles, commercial vehicles, off-highway equipment, or similar industries.
• Experience in customer-facing field operations preferred.

Technical Skills

• Strong understanding of diesel engines, driveline, transmission, brakes, suspension, electrical systems, and diagnostics.
• Ability to interpret technical manuals, service bulletins, and wiring diagrams.
• Proficiency in MS Excel, MS PowerPoint, and service management systems.
• Experience in warranty claim handling and root cause analysis.

Behavioral Competencies

• Customer-centric mindset.
• Strong ownership and accountability.
• Problem-solving and analytical ability.
• Effective communication skills.
• Ability to work independently in remote locations.
• Team collaboration and cross-functional coordination.

Key Performance Indicators (KPIs)

• Complaint response time.
• Ticket closure rate.
• Vehicle uptime improvement.
• Warranty claim closure TAT.
• Customer satisfaction score.
• Training sessions conducted.
• Repeat failure reduction.
• Service report compliance.