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Title:  Assistant Service Support Administrator

Req ID:  13218
Category:  Customer Operations/Customer Support
City:  Thane
State:  MH
Postal Code:  400602
Description: 

Summary

Assist Service Support Supervisor to support the day to day working of service team as a back-office support. Interact with customers and dealers as and when required. Responsible for various service documentation activities like call logging, quotation, invoicing, stock entry, CRM data and etc. on a daily basis to support the service administration in India.

 

Essential Job Functions

 

  1. Respond to customer’s service calls and assign the calls to respective Service Engineers to resolve the customer’s issue. Log these calls in the system and follow up with the assigned engineer to check the calls have been resolved and close the calls in the system.
  2. After diagnostic of the engineer, dispatch of material against AMC (Annual Maintenance Contract) /CMC (Comprehensive Maintenance Contract), warranty & FOC after approval by the Service Support Supervisor.
  3. Process all orders for the spare parts by preparing quotation, invoice, Delivery Challan, etc. Assist in order entry. Ensure timely shipment of these order to the customers. Track and ensure that these parts are delivered to the customer on time.
  4. Assist in maintain CRM (Customer Relationship Management) data. Generate CRM reports.
  5. Attend weekly Sales & Service call to discuss the ongoing open issues.
  6. Maintain and build a very good working relationship with service team, sales team. Adapt to the activities and changes related service functioning. Develop and maintain effective, communicative relationships with customers, managers, support functions, sales and dealer organization. Communicate activities to customers related to scheduling Preventative Maintenance and estimated time of arrival for unscheduled work.  Utilize provided product and industry knowledge to assure customer’s expectations of service are exceeded.  Actively seek continuing education opportunities to reinforce and support service functionality.
  7. Other duties as assigned.

Position Summary

Duties

Duties - cont'd

Education Degree

Required Experience

Education/License Requirements

 

A level or Degree with combination of education and experience in Sales, BA, Marketing or Customer Service.

Able to communicate effectively in English and one of the major Indian Language.

 

Experience Requirements

 

Minimum two years experience in multi-national Company in Service department. Proven dedication to provide optimum Customer satisfaction. Must have good problem solving and troubleshooting skills. Enable to work independently with minimum supervision. Possess computer literate (including database management). Excellent analytical, written and verbal communication skills. Have good knowledge of import and export operations and documentation.

Req ID:  13218
Category:  Customer Operations/Customer Support
City:  Thane
State:  MH
Postal Code:  400602


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