Service Call Administrator

**Job description
- Service Call Administrator**

Medi Transcare - Sola, Ahmedabad, Gujarat

**Job Summary**:

- The Service Call Administrator will be responsible for coordinating and executing service-related activities.
- This includes overseeing installation, maintenance, and break-fix services at customer locations PAN India.
- The role involves managing planned and unplanned service calls, deploying resources, submitting service plans, and ensuring timely completion of tasks.
- Excellent communication and organizational skills are essential to maintain client satisfaction and operational efficiency.

**Key Responsibilities**:
The Service Call Administrator will manage the following tasks and processes:
**Service Delivery Coordination**:
Coordinate with the CLIENT to manage all service requests, ensuring following services at the CLIENT’s customers PAN India:

- Installation activities
- Planned maintenance services
- Break-fix services
- Other service calls as required.
- Ensure that the CLIENT provides service details for planned activities monthly and unplanned activities (such as break-fix services) as they arise.

**Service Planning and Resource Allocation**:
**Submission of Detailed Plan**:
Upon receiving service requests from the CLIENT, submit a detailed plan within five working days outlining:

- The requisite resources to be deployed for each service call.
- Timelines for completion of service activities.
- Estimated costs for providing the requested services.
- Coordinate closely with Company management to ensure that the plan is aligned with both CLIENT expectations and internal resource availability.

**Approval and Execution of Services**:

- Work with the CLIENT to obtain timely approval of the submitted service plans.
- Upon receiving approval, deploy the requisite resources (field service engineers, tools, spare parts) to the required customer locations.
- Ensure that service tasks are executed within the approved timelines and budgets.

**Deployment and Service Completion**:
**Deployment of Resources**:

- Based on the approved plan, assign and dispatch field engineers or technical resources to the CLIENT’s customer sites for service delivery.
- Ensure that all necessary equipment, parts, and documentation are available for the assigned field service engineers before deployment.

**Service Completion Reporting**:

- After the completion of each service task, collect and submit service completion reports to the CLIENT within the specified timelines.
- Verify that the service reports are accurate and include details of the work performed, any issues encountered, and customer feedback.

**Service Call Management (Planned and Unplanned)**:

- Maintain an efficient tracking system for both planned service activities (monthly) and unplanned service calls (such as break-fix requests).
- Ensure proper prioritization of urgent unplanned activities to minimize downtime for CLIENT’s customers.
- Continuously monitor the service progress and update both Company he CLIENT regarding any delays or changes.

**Resource & Cost Management**:

- Manage resource allocation efficiently to meet the CLIENT’s service requirements within the approved budget and timelines.
- Monitor service costs, ensure cost-effectiveness, and report variances between estimated and actual costs to Company management and the CLIENT.

**Client and Internal Communication**:

- Act as the primary liaison between the CLIENT and Company for all service-related matters.
- Provide regular updates to both Company and CLIENT on service status, resource allocation, and any issues requiring escalation.
- Facilitate smooth communication between field engineers and CLIENT representatives at the customer location to ensure service quality.

**Compliance with Company SOPs and Industry Standards**:

- Ensure that all service activities adhere to Company's internal standard operating procedures (SOPs) and comply with industry safety and quality standards.
- Identify and address any non-compliance issues in coordination with Company's compliance team.

**Required Skills**:

- Customer Service & Client Management: Proven ability to manage client relationships, address service requests, and ensure customer satisfaction.
- Planning & Coordination: Strong organizational skills to manage planned and unplanned service activities, including resource deployment and timeline management.
- Service Logistics: Knowledge of field service operations, particularly in installation, maintenance, and repair of medical devices.
- Technical Understanding: Basic knowledge of medical devices (training provided by Company/ Client) and experience coordinating technical resources.
- Cost & Resource Management: Ability to manage resources and budgets, ensuring service tasks are completed efficiently and cost-effectively.
- Reporting & Documentation: Strong attention to detail in maintaining service records and reporting to both CLIENT and Company management.

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