Job Description
KEY RESPONSIBILITIES
Service Delivery
- Ensure SLA compliance & timely call resolution
- Monitor daily calls, escalations & RMS
- Manage warranty, AMC, spares & engineer planning
- Ensure customer satisfaction & audit of calls
SSD/ASP Development
- Develop & review systems and processes
- Training on CRM software & mobile app
- Upgrade tools, infrastructure & share product updates
Network Management
- Manage ASP/SSD, dealers & distributors
- Monitor installation quality & train installers
- Map territories to ensure SLA is met
Customer Contact
- Regular meetings with key customers to ensure desired service levels
Service Business
- Responsible for service business targets and BR collection (AMC / Spares / Repairs)
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