Objective of the Role :

- Objective of this role profile is to ensure highest customer satisfaction through timely and quality of Services as per assigned tasks through Mobile APP in their areas leading to growth in AMC Revenue.

Key Metrics Accountability of Engineers must continuously improve their :

1. Call to Fix time ( Duration of open complaint)

2. First Time Fix ( Fixing the problem first time)

3. Frequency of Complaints (Repeated Complaint from same customer)

4. Customer Satisfaction - Net Promoter Score - NPS

5. 100% of the monthly pending list must be cleared.

6. >60 days Outstanding within 2% by ensuring timely delivery.

7. Timely AMC renewals

8. Self-Skill Up gradation fromW1 to W3

9. Follow Safety PPE and procedures

Main Duties & Responsibilities :

1. Qualify with good scores for Self Skill up gradation in W2-W3- W4 trainings

2. Improve problem solving and customer handling skills to improve FTF

3. Adapt to new Mobile APP system to improve self-productivity.

4. Own customer sites and responsibility to ensure reduce Call to fix times

5. Plan and schedule task as per priority to ensure minimization of travel expenses.

6. Strive and ensure permanent resolution of EVV complaints.

7. PM and Calibrations must be effectively done to minimize customer breakdowns.

8. Improve communication and customer grievance handling skills to improve customer satisfaction.

9. Timely coordination and interaction with both SDM and TSL to plan customer activities.

10. Follow Safe working practices and Protective equipment as per risk assessment at customers.

11. Closely coordinate with Technical Service Leader (TSL) on critical projects for faster execution.

12. Seek help guidance from TSL to upgrade skills and technical issues.

13. Proper investigation of repeat problems and Warrantee complaint3s to minimize spares costs.

14. Build long term relationship with customers for sustained AMC business.

15. Provide Spares / Product Leads to Sales team. This will be incentivised and rewarded.

16. All decisions and actions must ensure high customer satisfaction and AMC revenue growth.

Person Specification:

The ideal candidate will demonstrate the following attributes :

- A Strong ability to resolve problem and go into details of the problems for permanent resolution

- A positive and enthusiastic team member with a - can do- attitude, who feels equally confident working independently.

- Strong focus on quality customer service with a desire to meet and exceed customer expectations.

- Excellent communication skills along with good interpersonal skills.

- Ability to train, Coach and develop the service engineers to deliver quality services

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