Responsibilities & Key Deliverables

  • To analyze the technical complaints.
  • To maintain and handle internet based warranty.
  • Ensure implementation of service processes.
  • Feedback on company’s Service.
  • Scrutiny and approval of warranty and good.
  • Establishes long term customer relationships with key customers and decision makers by understanding the requirements, regulations and exhibiting high expertise in technical solutions and products.
  • Ensures customer satisfaction issues are registered and responded to by team.
  • Coordinate of service works (trouble-shooting, upgrades or regular maintenance).
  • Builds sustainable customer relationships to ensure local client growth, satisfaction and retention together with Sales.
  • Supports Sales resources in customer meetings.
  • To provide organization to deliver 7 days and 24 hours service.
  • Manage proper reporting both internally & externally.
  • Ensures that the area of responsibility is properly organized, staffed, skilled and directed.
  • Guides, motivates and develops direct and indirect subordinates. Improves service availability, provides training and develops capabilities and competencies Respond to all customer requests courteously and professionally, in a timely and responsive manner.
  • If necessary Travel to designated customer sites and perform professional quality field service repairs consistent with Company standards.
  • Manages service operations in workshop or field.
  • Manages all operations including service staff and supervisors, resolves most complex business problems for those on the team.
  • Provides employees timely and constructive performance feedback, develops employees and provides opportunities that enhance employee career growth.
  • Leads continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.
  • Regularly reviews key performance indicators for service operations and addresses issues and opportunities.
  • Ensures the volume of work produced meets company standards and ensures customer satisfaction.
  • Identifies trends and initiates changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.

Qualification

Bachelor of Engineering (B.E.) – Electronics/Electricals

Experience

5 - 6 years


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