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Knowledge, Skills &
Abilities:
Knowledge:
▪ Lead team towards achieving customer satisfaction
▪ To maintain adherence to SOP
▪ Handling all technical issues within the said TAT
▪ Help resolve problems through technical & non technical insights
Skills:
▪ Good Leadership and Team management skills
▪ Good analytical & problem solving skills
▪ Effective Verbal & written communication skill
▪ Good computer knowledge to understand and run service software
Qualifications:
Experience:
▪ B.E/B.Tech (Mechanical, Electronics, Electrical, EEE, Instrumentation or relevant
fields) – Minimum
▪ 2+ years of experience
Duties &
Responsibilities
through the team
assigned:
Operation:
➢ Appointment of new Technicians
➢ Taking care of breakdown and maintenance of machines
➢ Data collection of machine nos.
➢ Controlling cost, allocating resources as per priorities and company
requirements.
➢ Handling service data to report to the higher authorities.
➢ Machines and Spares planning
➢ Refurbishment Planning
➢ Monitoring all Service Activities
➢ Interacting with R&D on machine development
Financial:
• Provide excellent customer service
• Manages the Client Service Coordinators (creates staff schedules, manage
workflow, handles staffing and employee issues, enforces departmental
policy and procedures)
• Accurately performs registration process for new and existing clients
• Schedules appointments according to established procedures
• Make reminder calls to clients
• Meets agency participatory expectation
• Assure that staff is provided with proper training, instruction, tools, and
methods to perform their jobs
• . Lead and motivate staff in handling change, building trust, and partnership.
Encourage and build a team environment
• Perform timely performance evaluations, as well as appropriate disciplinary
actions. Evaluate all Customer Service Staff on communication skills and
technical knowledge
• Ensure that all Customer Service Representatives have up-to-date benefit
information
• Ensure Customer Service follow-up methods and procedures are complete
and meet time standards
• Develop and train senior staff to provide a high level of support
• Create method to provide feedback and Quality Assurance on identified
errors
• Assist with Client Services as needed
• Capture and report on all Customer Service measurements, production, and
turnaround time metrics
Lead Team
Competencies
• Excellent Customer Centricity
• Should lead through example
• Should have Growth oriented mindset
• Should contribute to Process excellence
• Should be Commercially savvy