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Field Engineer – RACW: Also, called ‘Service Engineer’, the Field Engineer provides installation and after sales service on multiple appliances such as refrigerator, air conditioner and washing machine. The individual at work interacts with customers to install the appliance and diagnose the problem to assess possible causes of malfunction. Once the problem and causes have been identified, the individual rectifies minor problems or replaces faulty modules for failed parts or recommends factory repairs for bigger faults.

Applicable National Occupational Standards (NOS)

  • Engage with customer for service, Install newly purchased refrigerator, Attend to service complaints – refrigerator, Install newly purchased air conditioner, Attend to service complaints – air conditioner, Install newly purchased washing machine, Attend to service complaints – washing machine, Interact with colleagues

Engage with customer for service

This OS unit is about interacting with customer to understand their requirement with respect to problem in the appliance

This unit/ task covers the following:

  • Interact with the customer prior to visit, Interact with customer at their premises, Suggest possible solutions to customer, Achieve productivity and quality as per company’s norms

 Install newly purchased Refrigerator

This OS unit is about installing the newly purchased refrigerator at customer’s location and make it ready to use.

This unit/ task covers the following:

  • Remove packaging and check accessories, Place the appliance to appropriate location, Check refrigerator’s functioning, Complete documentation, Interact with superior, Interact with and train service technicians, Achieve productivity and quality as per company’s standards

Attend to service complaints – Refrigerator

This OS unit is about understanding the customer’s complaints, identifying the fault and fixing the refrigerator

This unit/ task covers the following:

  • Understand the symptoms and identify the fault, Replace dysfunctional module in the refrigerator unit, Confirm functionality of the repaired unit, Achieve productivity and quality as per company’s standards, Interact with and train technicians

Install newly purchased air conditioner

This OS unit is about installing the newly purchased air conditioner at customer’s location and make it ready for use:

This unit/ task covers the following:

  • Undertake pre-installation site visit, Remove packaging and check accessories, Place the air conditioner at identified location, Check air conditioner’s functioning, Complete the documentation, Interact with supervisor or superior, Interact with and train service technicians, Achieve productivity and quality as per company’s norms

Attend to service complaints – Air Conditioner

This OS unit is about understanding the customer’s complaints, identifying the fault and fixing the air conditioner

This unit/ task covers the following:

  • Understand the symptoms in the air-conditioner and identify the fault, Replace dysfunctional module in the air conditioner unit, Confirm functionality of the repaired unit, Interact with and train service technicians, Achieve productivity and quality as per company’s norms

Install Newly Purchased Washing Machine

This OS unit is about installing the newly purchased washing machine at customer ’s location and make it ready to use

This unit/ task covers the following:

Remove packaging and check accessories 

  • Place the washing machine at appropriate location, Check washing machine’s functioning, Complete documentation, Interact with superior, Interact with and train service technicians, Achieve productivity and quality as per company’s standards

Attend to Service Complaints – Washing Machine

This OS unit is about understanding the customer’s complaints, identifying the fault and fixing the washing machine

This unit/ task covers the following:

  • Understand the symptoms and identify the fault, Repair the washing machine, Confirm functionality of the repaired unit, Achieve target as per company’s policy, Interact with and train service technicians

Interact with colleagues

  This OS unit is about communicating with colleagues and seniors in order to achieve smooth work flow

 This unit/ task covers the following:

  • Interact with supervisor or superior, Coordinate with colleagues

Performance Criteria

  1. Interacting with customer prior to visit, Interacting with customer at their premises, Suggesting possible solutions to customer, Achieving productivity and quality, Removing packaging, Placing refrigerator at appropriate location, Checking refrigerator’s functioning, Completing documentation, Interacting with superior, Training Service technicians, Achieving productivity and quality, Understanding symptoms and identifying fault, Replacing faulty module, Confirming functionality of repaired unit, Achieving productivity and quality, Training Service Technicians, ?

Knowlegde and Understanding

  1. Organizational Context 2. Technical Knowledge

SKILLS

  • Core Skills/Generic Skills, Reading and writing

Professional Skills

  • Interpersonal skills, Communication skills, Decision making, Behavioural skills, System operation skills

The following acronyms/codes have been used in the nomenclature above:

Sub Sector

Range of

Occupation numbers

Passive Components

01 - 10

Semiconductors

11 - 20

PCB Manufacturing

21 - 30

Consumer Electronics

31 - 40

IT Hardware

41 - 50

PCB Assembly

51 - 55

Solar Electronics

56 - 60

Strategic Electronics

61 - 65

Automotive Electronics

66 - 70

Industrial Electronics

71 - 75

Medical Electronics

76 - 80

Communication Electronics

81 - 85

PCB Design

86 - 9

Tools and Equipments

Different type of Air conditioner, Different types of Refrigerator, Different types of Washing machine, Multi-meter & Oscilloscope, Electrical Drill, Clamp meter, tube cutter, tube bender, vacuum pump, weigh , scale, gas cylinder, temperature meter, pressure gauges 



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