Application & Service Engineer (Trainee)
Pune,
MH,
India
Pune,
MH,
India
Application & Service Engineer (Trainee) - Job Description
Position snapshot
| Department | Technical & Application Support |
|---|---|
| Reports to | Lead Service Engineer |
| Direct reports / team | None. 1 current incumbent; 2 openings. |
| Location | Pune HQ (Shivajinagar), with field travel to customer sites as needed |
| Employment | Full-time trainee. Probation and confirmation follow POL/11. |
| Travel | Field travel for installations, AMC and preventive visits, demos and user training, as per POL/05 and POL/14 |
| Version | v2.0, 10 Nov 2026 (aligned to KPI & KRA Framework by Role, Version 2.0) |
Role purpose
This role installs, maintains and supports the instruments Dawell supplies to police, forensic labs, excise, FDA, defence and PSU customers. These include forensic, narcotics, alcohol-testing, counterfeit-detection, CBRN and 3D crime-scene instruments. Under the guidance of the Lead Service Engineer, the role resolves service tickets within SLA and completes field visits backed by evidence. It also trains end users so that every installed device stays genuine, calibrated and in working order.
Key responsibilities
- Handle assigned Helpdesk tickets and log fault details accurately. Use AI triage, AI reply drafts and 'AI: fault diagnosis' on tickets and repair orders. Escalate to the Lead Service Engineer or OEM service when needed.
- Follow the daily field job sheet (07:30) in Discuss. Complete assigned AMC, preventive and Planning jobs on schedule.
- Record every site visit with anti-fake proof: GPS check-in, site photos and customer sign-off. Prepare service reports with 'AI: draft service report' from that evidence; the tool will not draft without it.
- Assist with installation, commissioning, user training and acceptance on delivery project tasks. This covers Dräger, Thermo Fisher (TruNarc, TruScan, Gemini), Abbott SoToxa and FARO systems.
- Keep the installed-base register accurate, including serial numbers, site, warranty and AMC status.
- Carry out functional checks and support calibration. Upload calibration certificates to the Compliance Register.
- Support product demonstrations. Issue and return demo and loaner devices through the custody records, in good condition, as per POL/17.
- Conduct end-user operator training and issue training completion certificates.
- Coordinate with OEM service teams on repairs, spares and technical bulletins, under the Lead Service Engineer's direction.
- Log time and tasks daily, and provide inputs to the weekly service-ops summary.
- Complete assigned Dawell product and OEM learning courses and certifications as per POL/13.
- Follow POL/28, POL/15, POL/14 and POL/18 during all field work and customer interactions.
KRAs and KPIs
| KRA | KPI and how it is measured in the ERP | Target | Weight % |
|---|---|---|---|
| Service delivery and SLA | helpdesk_closed – Tickets Closed (auto): tickets assigned to the employee and closed in Helpdesk during the quarter. helpdesk_sla – SLA Success (auto): percentage of the employee's tickets closed within the Helpdesk SLA. |
20 per quarter; 90% | 30 |
| Installation, commissioning and AMC | tasks_done – Project Tasks Completed (auto): installation, training, acceptance and AMC/Planning tasks marked done in Project/Planning. | 15 per quarter | 20 |
| Quality and compliance | qa_compliance – QA/Compliance Score (manual): manager review of four areas:
|
100% | 15 |
| Product training and learning | training_pct – Course Completion (auto): percentage of assigned eLearning and OEM courses completed. appraisal_done – Appraisal Completed (auto). |
100%; 1 | 15 |
| Attendance, discipline and productivity | attendance_days – Days Present (auto), from Attendance. timesheet_hours – Timesheet Hours (auto), from Timesheets. |
60 per quarter; 450 per quarter | 10 |
| Behavioural competencies | Ownership, Teamwork, Customer Focus and Quality (manual): manager-rated 1–5 on the quarterly scorecard in Performance → Scorecards. | Set in appraisal (scale 1–5) | 10 |
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' (will not draft without visit 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/28 — Customer Service, Installation & AMC
- POL/15 — Health, Safety & Equipment Handling
- POL/14 — Field Work & Government Interaction
- POL/17 — Company Assets & Demo-Device Custody
- POL/13 — Learning, Training & Certification
- POL/11 — Probation, Confirmation & Performance
- POL/05 — Travel & Expense Reimbursement (v3.2)
- POL/18 — Anti-Bribery, Gifts & Conflict of Interest
- POL/02 — Attendance & Working Hours
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.
- Experience: fresher to 1 year. Internships or projects in analytical, medical or field instrumentation are an advantage.
- Willingness to travel to customer sites across India for installations, AMC visits, demos and training.
- Good spoken and written English. Hindi and/or Marathi is preferred.
- A valid driving licence is desirable.
Skills and competencies
Technical
- Basic understanding of electronic, electrical and analytical instruments, including sensors, spectroscopy and calibration principles.
- Logical fault-finding and the ability to follow OEM manuals, service procedures and technical bulletins.
- Accurate use of the ERP:
- logging Helpdesk tickets within SLA
- recording visit evidence
- updating the installed-base register
- logging timesheets and project tasks.
- Clear, evidence-backed service reports, training records and calibration documentation.
- Safe handling, packing and transport of instruments, reagents and demo devices.
- Ability to deliver simple, hands-on operator training to police, forensic, excise and FDA users.
Behavioural
- Ownership: follows every ticket and visit through to closure with a proactive, "get it done" approach.
- Teamwork: works closely with the Lead Service Engineer, sales, stores and OEM service teams.
- Customer Focus: courteous and patient with government and institutional users, and responsive within SLA.
- Quality: gets things right first time, keeps records genuine and never compromises on visit evidence.
- Integrity and professional conduct in all field and government interactions.
- Eagerness to learn new products and complete OEM certifications.
Career path
- Application & Service Engineer (Trainee): confirmation follows POL/11, based on probation review, KPI scorecard and completion of assigned courses.
- Application & Service Engineer: handles tickets, installations and AMC visits independently.
- Senior Application & Service Engineer / Application Specialist: OEM-certified product expert who leads complex installations and customer training.
- Lead Service Engineer: leads the service team, SLA performance and OEM coordination.
Progression depends on appraisal results, certifications earned and sustained KPI performance. It is not based on tenure alone.
Selection process
- Application screening by HR against the qualification criteria (POL/25).
- Written or online aptitude and basic technical test.
- Technical interview with the Lead Service Engineer, including a practical fault-finding or instrument-handling exercise.
- HR interview covering values fit (The Dawell Way), field-travel readiness and policy awareness.
- Document verification and reference checks.
- Offer letter, followed by structured onboarding with assigned product and OEM learning courses.
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.
Responsibilities
- Lead the entire sales cycle
- Achieve monthly sales objectives
- Qualify the customer needs
- Negotiate and contract
- Master demos of our software
Must Have
- Bachelor Degree or Higher
- Passion for software products
- Perfect written English
- Highly creative and autonomous
- Valid work permit for Belgium
Nice to have
- Experience in writing online content
- Additional languages
- Google Adwords experience
- Strong analytical skills
What's great in the job?
- Great team of smart people, in a friendly and open culture
- No dumb managers, no stupid tools to use, no rigid working hours
- No waste of time in enterprise processes, real responsibilities and autonomy
- Expand your knowledge of various business industries
- Create content that will help our users on a daily basis
- Real responsibilities and challenges in a fast evolving company
Our Product
What We Offer
Each employee has a chance to see the impact of his work.
You can make a real contribution to the success of the company.
Several activities are often organized all over the year, such as weekly
sports sessions, team building events, monthly drink, and much more
Perks
A full-time position
Attractive salary package.
Trainings
12 days / year, including
6 of your choice.
Sport Activity
Play any sport with colleagues,
the bill is covered.
Eat & Drink
Fruit, coffee and
snacks provided.
