Role Definition : Accountability to Provide Timely & Quality Service to Customers

PRIMARY RESPONSIBILITIES :

- Achievement of Service objective (timeline / Quality)

- Maintain Cordial relationship with customers / suppliers

- Efficient Coordination with Principals / Co-ordinators & other departments

- Achievement of TAT (Service Response/ Job Completion time )

GENERAL RESPONSIBILITIES :

- Responsible for resolution of Service issues

 - Attend Service Calls from Customers

- Provide telephonic support

- AMC visits, breakdown visits to provide services

- Timely Completion of Service Delivery to meet customer satisfaction

- Travelling all over India as per requirement of service calls

- Responsible for Creating & Maintaining Customer Relations at all levels

- Responsible for High level of integrity with customers

- Maintain Cordial & Conducive relation with customers

- Consistent Enhancement in Customer satisfaction levels

- Responsible for Product Verification.

- Maintaining detailed knowledge of products and services

- Verify Product Documentation

- Check Product Accessories & Spares.

- Responsible for Installation & Commissioning of Machine.

- Deployment on site for installation

- Q C & Commissioning of Machine

- Responsible for Coordinating with Principal Supplier for Customer Complaints.

- Coordinate with Principal supplier for major complaints

- Prepare detailed report on customer complaints

- Get support from Principal Supplier & derive solution.

- Responsible for Maintaining schedules, Service Reports

- Maintain service schedule for installed machines

- Timely submission of service visit reports and Status updates

- Manage & maintain expenses within limits

- Responsible for efficient Coordination with coordinator

- For Offers and requirements

- To get technical specifications from principal

- Understanding sale terms

- Co ordinate for PO from Customer

- Payment/ recovery follow up.

- Responsible for Reporting to the Reporting manager

- Daily / weekly / Monthly Reports

- Service Reports

- Installation & Commissioning Reports

- Travel Schedule plans & post travel reports

- Responsible for review of own performance at achieving targets

- Product / technical Knowledge enhancement

- Efficiency in call completion - No of Visits (days)

- Revenue Generation / Collections / Recoveries

- Responsible for updating about deviations / anomalies to manager / HOD

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