To raise the bill for PCB customers after the completion of the job and hand over the same to AMC department for payment collection and follow up for AMC.
Triage and prioritize existing service tickets to ensure timely response by engineers.
Coordinate with Service Engineers by managing schedules for the installation, maintenance and repair of equipment and track call closures.
Reply to customers through mail for escalation calls and to ensure the customer feedback form is being collected from all customers.
Reviewing the service call reports of all service team on daily basis and all call reports containing adverse / pending remarks by the customer have to be brought to the notice of the Manager immediately.
Support AMC /Battery team for submissions/collections through coordinating with Service Engineers
Collecting PM reports on time and forwarding the same to HO team for DSO/collection
Respond to complaints from customers and give after-sales support when requested.
To coordinate with commercial team in forwarding the report of transit damages, short shipments, over shipments if any to the Manager / HO Installation & PM.
Inform clients of unforeseen delays or problems.
Update and file all the service related mandatory documents (IC/PDGRN/service call reports/BRF)
Tracking and maintaining the records of machine populations (under warranty/PCB’s/AMC) for better service
Work with Service Manager on assigned tasks. Provide the highest level of customer support with every client interaction.
Act as the initial client contact point for the support team.
Gather and document all incoming client requests and incident information in service tickets.
Efficiently manage the client communication throughout the service ticket lifecycle
To ensure the site preparation guidelines are communicated to customer immediately after the receipts of the OAN from the commercial department and to arrange service personnel for site. Inspection and co-ordination with the field team.
To coordinate with the service engineers / service technicians / Stores personnel and customer till call completion
To monitor the repeat/pending calls and prepare a report to the Manager-CS on daily basis