Engineer - Service Operations

3 weeks ago


Thane, India Vertiv Full time

JOB RESPONSIBILITY 

 

• Coordination of UPS Breakdown Services, emergency Calls Installation, maintenance of UPS.

 • Day to day monitoring of Pan India Breakdown complaints of channel partners & national service providers.

 • Breakdown calls analysis and preparation of product- wise Field Failure reports

 • Warranty failure & repeat call analysis with quality team.

 • Understanding & meeting the Spares, Skilled Manpower, Tools requirement from regional team, channel partners & service providers to get the complaint closed as per defined TAT

. • Monitoring Customer Survey through Qualtrics of project installation & breakdown complaints. 

• Monitoring of Key customers breakdown calls to ensure closure within timeline to maintain SLA

. • Monthly review meets with key customers & presenting monthly data and taking action on MOM and resolving the same within timeline shared by customer.

 • Handling operational & service delivery support to Global customers. 

• Drive the channel partners & service provider’s quarterly audit.

 • Spares support, follow up & spares delivery to regional office & service providers as per the SLA. 

• Co-Ordination with product team and technical team for product related query or solutions. Soft skills:

 • Good communication skills & coordination with internal & external team members. 

• Proficiency in Excel, word document & Power point for the monthly internal & external customer meeting.

 

 



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