About the role
Support the SIC in Implementing service strategies to achieve organisational 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 analysing 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