Lead Service Engineer

Lead Service Engineer - Job Description

Position snapshot

Role purpose

Lead Dawell's field service team so that every installed instrument keeps working reliably for police, forensic, excise, FDA, defence, CAPF and PSU users. These instruments include Dräger alcohol, drug-testing, gas-detection and CBRN equipment, Thermo Fisher TruNarc, TruScan and Gemini analysers, Abbott SoToxa devices and FARO 3D scanners. The role owns installation, AMC, repair and SLA performance. It also makes sure every visit is supported by verifiable evidence and a documented service report, in line with POL/28.

Key responsibilities

• Plan and allocate the team's daily work. Issue the 07:30 field job sheet in Discuss so that each engineer knows their calls, sites and priorities.
• Run the Helpdesk queue to meet SLA:
  • Review AI triage.
  • Assign tickets.
  • Escalate tickets at risk of breaching SLA.
  • Use AI reply drafts to keep customer communication clear and timely.
• Lead diagnosis of complex faults on tickets and repair orders using 'AI: fault diagnosis'. Coordinate with OEM service teams (Dräger, Thermo Fisher, Abbott, FARO) where needed.
• Deliver installation, commissioning, user training and acceptance tasks on delivery projects for tender, GeM and direct orders. Make sure handover documents are complete and ready for billing.
• Schedule and carry out AMC and preventive-maintenance visits against the installed-base register. Every Planning job must carry anti-fake proof: GPS check-in, site photos and customer sign-off.
• Review and approve service reports drafted with 'AI: draft service report' before they reach the customer. Check that they are technically accurate and backed by evidence.
• Keep the installed-base register accurate for serial numbers, locations, warranty and AMC status. Flag upcoming AMC renewals and expiring warranties to Sales.
• Track calibration due dates and keep calibration certificates current and filed in the Compliance Register.
• Control demo and loaner devices issued to the team under POL/17 and POL/27. This covers custody records, condition on return and timely return to stock.
• Coach and develop the 4 engineers in product skills, safe equipment handling (POL/15) and professional conduct at government sites (POL/14 and POL/18). Make sure their training plans are completed and training completion certificates are issued.
• Review the weekly service-ops summary with the Technical Manager. Act on recurring faults, SLA breaches and spares needs.

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 and customer sign-off)
• 'AI: draft service report', which refuses to draft without evidence
• Installed-base register with warranty/AMC status
• 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/14 — Field Work & Government Interaction
• POL/15 — Health, Safety & Equipment Handling
• POL/17 — Company Assets & Demo-Device Custody
• POL/27 — Inventory, Stock & Instrument Control
• POL/05 — Travel & Expense Reimbursement (v3.2)
• POL/18 — Anti-Bribery, Gifts & Conflict of Interest
• POL/07 — Data Privacy (DPDP Act 2023)
• POL/13 — Learning, Training & Certification

Qualifications and experience

• B.E. / B.Tech / Diploma in Instrumentation, Electronics or a related discipline. A B.Sc in Chemistry with strong instrument experience will also be considered.
• 6–10 years in field service of analytical, safety or forensic instruments, including at least 2 years leading or supervising engineers.
• Hands-on experience with breath-alcohol, drug-testing, gas-detection, Raman/FTIR or 3D scanning equipment is preferred.
• OEM service certifications (Dräger, Thermo Fisher, Abbott or FARO) are an advantage.
• Experience serving government or PSU customers, including installation and acceptance against tender or GeM orders.
• Valid driving licence and willingness to travel regularly.

Skills and competencies

Technical

• Installation, commissioning and fault diagnosis of field instruments
• Calibration and QC checks, with accurate calibration records
• Product knowledge across:
  • Raman/FTIR material identification (TruScan, Gemini, TruNarc)
  • Dräger alcohol, drug-testing and gas-detection devices
  • Abbott SoToxa devices
  • FARO scanning workflows
• Service reports and documentation to audit standard
• ERP Helpdesk and field service records, including installed-base and AMC data
• Delivering user training for police and laboratory staff

Behavioural

• Ownership and accountability for team results and SLA
• Team leadership, coaching and fair work allocation
• Customer focus and professional conduct with government officials
• Attention to detail and integrity in visit evidence and records
• Clear written and spoken communication in English and Hindi (Marathi preferred)

Career path

• Entry: Service Engineer → Lead Service Engineer
• Next step: Technical Manager (Service & Applications), based on sustained KRA performance, team results and completed OEM certifications
• Lateral options: Application Specialist or product specialist roles for a specific OEM portfolio
• Progression criteria: Progression is reviewed in the annual appraisal under POL/11 and supported by learning plans under POL/13.

Selection process

1. CV screening against the qualifications and experience above (POL/25)
2. Technical interview with the Technical Manager (Service & Applications) covering fault diagnosis, calibration and service documentation
3. Practical assessment of instrument troubleshooting and service-report writing from a sample case
4. Leadership and behavioural interview covering team allocation, SLA escalation and conduct at government sites
5. HR discussion, followed by reference and background verification
6. Offer, onboarding and probation under POL/11, with a structured product and ERP 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.