JCB SERVICE ENGINEER

KEY COMPETENCIES &

DEVELOPMENT PROGRAM
 Service Engineer Competencies
The following are the key competencies required by Service Engineer across business & behavioral aspects.
The sub-competencies & definitions are highlighted in further slides

Behavior Business
Grooming & Customer Centricity
Communication Skills

Value selling & key account

Interpersonal Skills management

Personal Effectiveness Process Mastery

Technical Knowledge

Diagnosis Expertise

The competencies in grey are strictly functional and hence have not been covered in the scope of the training analysis
 Behavior
Competencies
 Behavioral Competencies

1. Communication Skills & Grooming

1a. Communication skills
Definition:
# Ability to use various modes of communication (verbal, voice tone, written, facial expressions, gestures, body language etc.) across different
mediums including face-to-face, telephone, and SMS / whatsapp to exchange information
# Ability to actively listen and respond with clarity
# Ability use advance communication skills including assertiveness and presentation skill
Behavioral Indicator :
• SE should be clearly able to understand the customer concern and should be able to explain the problem, its root cause and solution to all stakeholders
• SE should be able to effectively train and orient the operator on the best practices
• SE should be able to assertively put his point across the customer instead of feeling daunted or daunted ( incase the customer is angry)

1b. Grooming skills

Definition:
# Ability to maintain a good level of personal hygiene through a basic grooming routine
# Ability to maintain professional appearance in accordance with the customers expectations
Behavioral Indicator :
• SE should be well groomed especially when he is going for a corporate customer

2. Interpersonal Skills
Definition:
# Ability to create a personal rapport with different stakeholders (customers and others) based on understanding of individual preferences ,
goals, interests and communication styles
# Ability to build long term relationships with people based on mutual trust, respect and empathy
# Ability to identify conflicts and effectively manage it
Behavioral Indicator :
• SE should have the basic interpersonal skills to build a comfortable rapport with the customer and other stakeholders
• SE should be able to handle conflicts for example customer refusing to pay the outstanding
 Behavioral Competencies

3. Personal Effectiveness
3a. Self Motivation
Definition:
# Ability to keep self motivated and strive continuously to achieve the goals set
# Ability to manage one's energy and emotions in difficult times

Behavioral Indicator :
• SE asking for more work from Supervisor and even ready to work on Sundays to meet his targets
• Willing to handle difficult customers and complaints
• SE should not take the customer’s words personally as it will affect his emotions and work negatively

3b. Discipline & Organization

Definition:
# Ability to be discipline and stick to the commitments given
# Ability to organize themselves for various activities based on the checklists provided

Behavioral Indicator :

• SE’s discipline is very important to meet customer commitments and reach the site on time. Its also most critical to help the Service Incharge in resource
allocation and prioritization
• SE should organize himself for a site visit properly by ensuring that he is carrying the complete tool kit and the parts required for the service ( to the
extent possible)
 Business
Competencies
 Business Competencies

1. Customer Centricity

Definition:
# Ability to profile customer in terms of demographics, business potential, needs and behavior and customize approach for different
stakeholders
# Ability to be respectful, patient, empathetic and mindful with customer across the customer lifecycle to drive customer delight
# Ability to establish long term business relationship with the customer by becoming the trusted advisor for them across the lifecycle

Behavioral Indicator :
• SE to be able to profile the customer and customize their approach ( visits, focus, relationship etc) based on the category
• SE should understand the long term service needs of the customer and also connect with different stakeholders including operator, site supervisor and
seniors
• SE should be patient and empathetic with the customer and appreciate the challenges faced by the customer
• SE should be able to deal with difficult customer and complaints with respect
• By going out of the way and exceeding expectation, an SE can build long term relationship with the customers. For example by dramatically reducing the
expected TAT of a complaint or extending the day to finish work, reducing the expenditure through correct diagnosis and first time right service etc
• SE should regularly visit the customer even if there is no immediate service or sales requirement For example visiting all the other customers around the
customer complaint site they are visiting
 Business Competencies

2. Value Selling & Key Account Management

2a. Value Selling
Definition:
# Ability to understand customer needs through effective probing and listening
# Ability to establish the value proposition of service and parts for the proper upkeep of the machine
# Ability to handle customer objections through competition analysis

Behavioral Indicator :
• There are corporate customers who have machines from various brands and hence use common oil for all the machines. The SE has to convince the customer
to use our oil by highlighting the USPs
• To meet their part and oil sales targets, an SE needs to identify additional service and parts requirement and establish a clear value proposition for the
customer to go for it

2b. Key Account Management

Definition:
# Ability to provide a differentiated and personalized customer experience
# Ability to be one point solution for all customer needs

Behavioral Indicator :
• SE does a periodic review of the health of the machine portfolio
• SE takes a lot of initiative in terms of taking care of the long term service needs of the customer
 Training Objectives

To orient Service Engineers to play the different dimensions of their

1 role viz Technical Expert, Relationships Managers, Business Driver

2 To motivate and inspire them to adopt the ways of working to create

exceptional customer experience

3 Equip them with key tools and techniques to develop critical behavioral
skills and enable self-management
 Program Pillars

The following are the pillars for the program for Service Engineer development.

Role Orientation Self Development Self Management Customer Excellence

Ability to manage emotion, Delivering delightful customer
Significance of different Building key skills and
attitude, energy and experience by building long-
dimensions of the role capabilities to develop
motivation to constantly term customer relationships
and its associated oneself
outperform oneself and driving business growth
capabilities

A two day program is designed for the same.

 Session Plan – Day 1

Tools & Duration

S.No Session Details Methodology
Techniques (in mins)

Participant's - Ice Breaker Activity and

- Participant Introduction
Introduction & team formation
1 - Key challenges 45
Program - Group discussion on
- Myths and realities
Perspective challenges

# SE – Key role & responsibilities

# Key stakeholders and their expectations
Facilitator led discussion
# SE -Key Dimensions - Relationship expert,
2 Role orientation (FLD) 60
Technical expert, Business driver
# SE -Key competencies
# Day in the life of a SE

# 90/10 rule
- Facilitator led discussion
# Mission in life & I am your master # Just for today
Understanding (FLD)
3 # Power of thought # Personal 60
Self - Murphy story
# Ownership vs Responsibility effectiveness
grid

# What does a customer want- Value vs

- Facilitator-led discussion
Customer Experience
4 - Videos 90
Centricity # Pillars of customer experience
- Role play
# Standardization and personalization

Self Development- # Body Language - Facilitator-led discussion # Techniques for

5 I- Body language # Grooming and hygiene - Videos body language 75
and grooming # Gestures - Role play and grooming
# Communication skills- verbal & vocal
# Listening skills
Self Development- - Facilitator-led discussion # Communication
# Presentation skills
6 II- Communication - Caselet - best 90
# Telephone etiquette
skills - Role play practices
# Communication styles and their
significance
 Session Plan – Day 2

Duration
S.No Session Details Methodology Tools & Techniques
(in mins

7 Recap of Day-I Key Session Summary 30

# Understanding others
Self Development-II- # Building rapport and relationships - Facilitator led # Communication
8 90
Interpersonal skills # Pillars - Empathy, trust, discussion profiling
mindfulness and respect

# Customer profiling and segmentation

# Customer profiling &
# Customer Lifecycle Management-
segmentation
driving ownership across all
- Facilitator led # Key customer
Customer Excellence-I touchpoints
9 discussion scenarios 120
Customer centricity #Creating moments of magic across the
- Role plays # Objection handling
lifecycle
# Problem solving &
# Turning grievance into opportunity
decision making

# Pillars of value selling

- Facilitator led
Customer Excellence-II # Customer need analysis # FABG
discussion
10 Value selling and key # Turning USPs into value proposition # Best practices of 120
- Theatre based role
account management # Competition analysis key account management
plays
# Managing key accounts

# Understanding emotions - Facilitator led

# Dealing with emotions successfully discustion
11 60
# Performing under pressure - Activity - Helium
Self Management-
# Ownership with awareness pipe
Motivation and
Discipline &
Organization # Importance of discipline
- Facilitator led
12 # Respecting time and organizing one # Best practices 30
discussion
self
 “PROCESS DEFINES RESULTS”
- M K Gandhi

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