Service Support Executive

3 days ago

Mumbai Maharashtra, India DCC Group Full time

**Responsibilities**:
1. Service and Installation Calls Planning & Scheduling:

- Plan and schedule service and installation calls for digital machines in the West region (Maharashtra, Goa, and Indore).
- Coordinate service and installation calls for screen machines in the same region, including existing M&R machines and new screen machines supplied by DCC.
- Exclude digital machine calls for Surat.

2. Customer Coordination and Support:

- Coordinate with customers, engineers, operation team, parts team, and sales team regarding service and installation calls.
- Handle customer queries related to service, parts, AMC, and engineers in the West region (Maharashtra, Goa, and Indore).

3. Expense Management:

- Check and approve engineers' expenses in the West region.
- Maintain attendance sheet on Google Drive and update the number of calls attended by each engineer and service charges.

4. Reporting and Analysis:

- Generate and manage MIS reports in coordination with Surat, North, and South teams, including call log reports, expense reports, engineer performance reports, customer-wise machine reports, service revenue, and summaries.

5. Invoicing and Payment Follow-Ups:

- Send service and AMC PI's in the West region.
- Follow up on DCC OS service payments in the West region on a case-by-case basis, considering outstanding dues and customer queries related to service charges.

6. CRM and Data Management:

- Manage CRM data, including call logs, machine warranties, pre-scheduling AMC calls, and updating new machine and customer details.

7. Engineer Support and Performance Management:

- Analyze engineer performance in the West region and take appropriate actions such as arranging training, joint visits, and brainstorming sessions.

8. Sales Support and Meetings:

- Maintain customer relationships and share important information with the sales team.
- Organize and plan machine movement.
- Organize service-sales team meetings and draft minutes of the meeting.

9. Escalation Handling and Customer Visits:

- Handle escalation calls with customer visits if required, focusing on conflict resolution and customer satisfaction.

10. Accounts Coordination:

- Coordinate with the Accounts team for engineer advances and expenses.

**Job Types**: Full-time, Permanent

**Salary**: Up to ₹17,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

Day range:

- Monday to Friday
- Weekend availability

Shift:

- Day shift

Work Location: In person

**Speak with the employer**

+91 9702090666

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