About the role
Job Description
- Support the SIC in Implementing service strategies to achieve organizational objectives
- Implement business plan and strategy for respective areas in the respective zone in alignment to the organizational strategy, vision and goals
- Support the SIC in ensure leveraging of synergies to increase sales volume across the machine, services and spares, by ensuring a healthy information flow and governance on these functions
- Achieve service target and provide guidance to sales engineers for good performance and achieving expected targets.
- Evaluate and research on customer demands by analyzing feedback from internal as well as extra sources to deliver premium customer experience
- Building and maintaining strong relationships with key stakeholders, including customers, suppliers and internal departments, to ensure smooth delivery of service and spare parts.
- Continuously assess customer complaints and requests and provide timely and effective solutions aligned with the clients' needs
- Ensure machine commissioning with in target period with signing of commissioning report
- Closing service request with in the target period 90% complaint closing on same day with signing of service report
- Carry out preventive maintenance warranty / ASC as per the guidelines
- Generating service revenue through non warranty service , Annual service contract as per target.
- Arrange to send ASC quote to customer after expiry of warranty period and follow up for ASC Order
- Generating spares enquiry during service visit and achieve target.
- Arrange for quotation from HO spares dept.
- Ensure targeted Hit Ratio from enquiry to sale for spares business
- Achieving revenue of ASC / Spares as per monthly target
- Ensure adherence to business excellence processes and procedures in all activities related to the department
- Suggest and use of latest technologies and tools for market analysis and, CRM, Dashboarding and real time reporting for service
- Use of technology to automate and enhance efficiency of the service process