Manager TTC

Providing help and technical assistance to customers, during guarantee period and thereafter providing paid services as per after sale service policy. Providing help to sales staff during technical discussions with customer and as and when required. Communicating courteously with customers through telephone, email or any other means. Investigating and solving customers' problems (these may be more complex or long-standing problems that have been attempted by customer service assistants). Keeping accurate records of discussions or correspondence with customers in the system. Producing written information for customers, often involving machine manual, processing guideline and trouble-shooting guide line, product / machine literature. Coordinating stores and account managers for timely dispatch of spares to our customers as per their requirement. Courtesy visit to customers. Analyzing service report generated from service engineers visit and take further necessary action, if required to close the complaint. Developing customer service policies and standards for effective after sale services. To recruit and retain team members. Training and grooming service team to deliver a high standard of customer service. Ensure proper time, man/machine and spares availability at site and instruct Service engineers about the machine and type of work to be attended before they visit the site. Leading and supervising a team of customer service team. Learning about organization’s products or services and keeping up to date with any changes. Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses. Developing spares management policy and implementation. Manage the spares supply activities like quotation, manufacturing, spare stocks, payment, and dispatch as per policy within predefined time frame. Monthly reports of spares handling which includes dispatched, pending or cancelled spare orders. Timely verification of deferent types of reports provided by the subordinates form SFDC. To analyze various service reports received from the field engineers and take necessary actions in consultation with superiors, if required. To receive and analyze Daily Activity Report from field staff and take necessary actions and correspondingly guide the field staff during customer calls. Following reports to be submitted to the superiors: Update Executive Director regarding customer complaint and status on periodical basis. Monthly customer complaint report and analysis of complaint. Strategic decision/ management approval for critical issues/complaint. Replacement/returnable things record and follow up. Deputed engineer’s daily activity report. To maintain Complaints register in SFDC Customer relations visit in liaison with respective RSM’s & approval of VP – Mktg. Coordinating collection of spares related pending C-forms and out-standings, if any. Grooming Service Engineers on Business Etiquettes, as they are part of marketing team & in direct contact with customers.