Service Co-ordinator

1 day ago

Lucknow, India Numeric Power Systems Limited Full time

Ø Act as the initial client contact point for the support team.

Ø Gather and document all incoming client requests and incident information in service tickets.

Ø Efficiently manage the client communication throughout the service ticket lifecycle

Ø To ensure the site preparation guidelines are communicated to customer immediately after the receipts of the OAN from the commercial department and to arrange service personnel for site. Inspection and co-ordination with the field team.

Ø To coordinate with the service engineers / service technicians / Stores personnel and customer till call completion

Ø To monitor the repeat/pending calls and prepare a report to the Manager-CS on daily basis

Ø To follow-up with the Site Not ready customers until the site gets ready and prepare the report for each visit a site not ready report to be obtained from the customer in the prescribed format. A copy of the SNR report is forwarded to HO- Service as per the requirement.

Ø Upkeep of all service records and reports as per the ISO procedure.

Ø To raise the bill for PCB customers after the completion of the job and hand over the same to AMC department for payment collection and follow up for AMC.

Ø Triage and prioritize existing service tickets to ensure timely response by engineers.

Ø Coordinate with Service Engineers by managing schedules for the installation, maintenance and repair of equipment and track call closures.

Ø Reply to customers through mail for escalation calls and to ensure the customer feedback form is being collected from all customers.

Ø Reviewing the service call reports of all service team on daily basis and all call reports containing adverse / pending remarks by the customer have to be brought to the notice of the Manager immediately.

Ø Support AMC /Battery team for submissions/collections through coordinating with Service Engineers

Ø Collecting PM reports on time and forwarding the same to HO team for DSO/collection

Ø Update and file all the service-related mandatory documents (IC/PDGRN/service call reports/BRF)

Ø Tracking and maintaining the records of machine populations (under warranty/PCB’s/AMC) for better service

Ø Work with Service Manager on assigned tasks. Provide the highest level of customer support with every client interaction.

Ø Respond to complaints from customers and give after-sales support when requested.

Ø To coordinate with commercial team in forwarding the report of transit damages, short shipments, over shipments if any to the Manager / HO Installation & PM.

Ø Inform clients of unforeseen delays or problems.

Ø Follow-up for daily reports with Engineers and provide the same to Service Manager.

Ø Develop and maintain a positive client relationship by providing routine follow-up customer service calls

**Salary**: ₹20,000.00 - ₹30,000.00 per month

Schedule:

- Morning shift

Ability to commute/relocate:

- Lucknow, Uttar Pradesh: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 2 years (preferred)

**Speak with the employer**
+91 9344436118

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