Application & Service Engineer

Application & Service Engineer - Job Description

Position snapshot

Role purpose

The engineer keeps every instrument Dawell supplies to government and institutional customers installed, working, calibrated and supported for its whole life. This covers installation and commissioning, user training, AMC and preventive visits, and fault resolution within SLA. Every job is backed by verifiable field evidence and complete service records in the ERP.

Key responsibilities

• Installation and commissioning
  • Install, commission and run acceptance tests on supplied instruments, including:
    • Dräger alcohol and drug testing, gas detection and CBRN equipment
    • Thermo Fisher TruNarc, TruScan and Gemini
    • Abbott SoToxa
    • FARO 3D crime-scene systems
  • Close the related delivery project tasks for installation, training and acceptance.
• User training: Train users at customer sites and issue training completion certificates to the officers and staff who are trained.
• AMC and preventive visits
  • Plan and complete AMC and preventive maintenance visits as Planning jobs.
  • Record GPS check-in, site photos and customer sign-off for every visit.
• Helpdesk and repairs
  • Respond to and resolve Helpdesk tickets within SLA, using AI triage, AI reply drafts and 'AI: fault diagnosis' on tickets and repair orders.
  • Escalate to OEM service with complete fault data when needed.
• Service reports: Prepare accurate service reports from field evidence using 'AI: draft service report'. Submit them on the day of the visit wherever possible.
• Calibration: Maintain calibration status for supplied instruments such as breath alcohol analysers and gas detectors. Upload calibration certificates to the Compliance Register.
• Installed-base register: Keep the register accurate, including serial numbers, site, installation date, and warranty and AMC status.
• Demo and loaner devices: Take custody of demo and loaner devices, run product demonstrations, and return devices in inspected condition, in line with POL/17 and POL/27.
• Tender and GeM support: Provide technical support for tenders and GeM orders, including demonstrations, technical compliance inputs and pre-dispatch functional checks.
• Daily work and team supervision
  • Follow the daily field job sheet (07:30) in Discuss and contribute to the weekly service-ops summary.
  • Where assigned as senior engineer, allocate and review the work of up to 4 engineers.
• Feedback on recurring issues: Report recurring fault, quality and user-feedback issues to the Technical Manager, QA/QC and OEM contacts.
• Professional conduct: Deal with government officials professionally and ethically, in line with POL/14, POL/15, POL/18 and POL/28.

KRAs and KPIs

ERP and AI tools you use

• Helpdesk with SLA, AI triage and AI reply drafts
• 'AI: fault diagnosis' on tickets and repair orders
• Daily field job sheet (07:30) in Discuss
• AMC/preventive visits and Planning jobs with anti-fake proof (GPS check-in, site photos, customer sign-off)
• 'AI: draft service report', which refuses to draft without evidence
• Installed-base register with warranty/AMC
• Delivery project tasks (installation, training, acceptance)
• Demo/loaner device custody
• Training completion certificates
• Calibration certificates in the Compliance Register
• Weekly service-ops summary

Policies you must follow

• POL/02 — Attendance & Working Hours
• POL/05 — Travel & Expense Reimbursement (v3.2)
• POL/13 — Learning, Training & Certification
• POL/14 — Field Work & Government Interaction
• POL/15 — Health, Safety & Equipment Handling
• POL/17 — Company Assets & Demo-Device Custody
• POL/18 — Anti-Bribery, Gifts & Conflict of Interest
• POL/27 — Inventory, Stock & Instrument Control
• POL/28 — Customer Service, Installation & AMC

Qualifications and experience

• Education: one of the following:
  • B.E./B.Tech or Diploma in Instrumentation, Electronics, Electrical or Biomedical Engineering
  • B.Sc/M.Sc in Chemistry or Forensic Science, with strong hands-on aptitude for instruments
• Experience: 2-5 years in installation, application support or field service of analytical, safety, medical or measurement instruments.
• Preferred:
  • Experience with forensic, narcotics or gas-detection equipment
  • OEM product training from Dräger, Thermo Fisher, Abbott or FARO
  • Exposure to government, PSU or defence customers, including GeM and tender-linked installations
• Other requirements:
  • Valid driving licence
  • Willingness to travel frequently and at short notice
  • Working English, plus Hindi and/or Marathi for training users on site

Skills and competencies

Technical

• Instrument installation, commissioning, acceptance testing and calibration practice, for example breath alcohol analysers and gas detectors
• Structured fault diagnosis and repair, with clear fault data recorded for OEM escalation
• Delivering user training to police, laboratory and field officers
• Accurate ERP record-keeping: Helpdesk, Planning jobs, project tasks, the installed-base register and the Compliance Register
• Writing service reports that are backed by field evidence
• Safe handling of instruments, gases, reagents and demo devices

Behavioural

• Ownership: sees every job through to a closed ticket, signed-off visit and filed report.
• Customer Focus: is courteous, responsive and patient with government and institutional users.
• Quality: keeps records evidence-complete, accurate and compliant first time.
• Teamwork: shares knowledge and supports colleagues, sales, QA/QC and OEM contacts.
• Integrity: deals ethically and professionally with officials, in line with POL/14 and POL/18.

Career path

• Application & Service Engineer
• Senior Application & Service Engineer: allocates and reviews the work of up to 4 engineers.
• Lead Service Engineer
• Technical Manager (Service & Applications)

Progression is based on:

• Quarterly scorecard results
• Completed OEM and product certifications under POL/13
• The annual appraisal under POL/11

Selection process

1. Application screening against qualifications and experience by HR, under POL/25.
2. Technical interview with the Lead Service Engineer, covering instruments, fault diagnosis and calibration.
3. Practical assessment:
   • A hands-on instrument or fault-finding exercise
   • A short user-training demonstration
4. Final interview with the Technical Manager (Service & Applications), covering field scenarios, customer handling and ethics.
5. HR discussion, followed by reference and background checks.
6. Offer, onboarding and probation as per POL/11 and POL/25, including ERP and product induction.

About Dawell Lifescience

Dawell Lifescience Pvt Ltd (Pune) brings proven forensic, narcotics and alcohol testing, counterfeit-medicine detection, CBRN/safety and 3D crime-scene technologies from global OEMs such as Draeger, Thermo Fisher, Abbott and FARO to police, forensic laboratories, excise, health/FDA, defence and PSU customers across India, through GeM, tenders and direct orders, with installation, training and AMC support.

JD version 2.0, updated 10 Nov 2026 to reflect current ERP processes and policies POL/00-29. Reviewed annually with the appraisal cycle.