Dm/am

4 hours ago

Mumbai, India ideaForge Full time

DM/AM
- Customer Support & Success- Mumbai (On-Site)- ExecutiveRefer a Friend

**Job Description**:
**Education - Technical Background / B.E.**
- **Customer Support**:

- Responsibility of Service parameters TAT, Response time, Out of Box failure, Preventive Maintenance visits.
- Responsible for System troubleshooting, Root Cause Analysis and effective countermeasures on field and Service Centre
- Improve Customer responsiveness - Reduce current order delivery lead time, Data flow from order receipt to delivery to collection till support.
- Executing SOP, Work Instructions, and practices for the Aftersales
- Database Maintenance and timely Reports submission
- Warranty Claims, Replacement, Reimbursement and Spare Part Management
- Collaborating with external teams like Channel Partners, Distributors, Service providers, consultants, etc to manage Aftersales operations.
- **Customer Success**:

- Continuous engagement with customer
- Maintain strong relationships with customers and ownership of customers’ success measured through NPS and other metrics that measure customer sentiment.
- Handling customer escalations and concerns and seek to improve all aspects of the customer experience.
- **Cross Function Relationships**:

- Work closely with Sales, Manufacturing, Product Management, R&D, Quality, Finance to achieve smooth Service delivery.
- Establish and Manage relationships with cross-functional teams.
- **Manage/Supervise ad-hoc projects as may be assigned from time to time**

**Skills**:
Customer Service Excellence

People Management
- Complaint Management- AftersalesService Operations
- Customer Support- Customer Success- Troubleshooting

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