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Monitoring and additional revenue through AMC & service sales, including spares, installation, service charges etc.
Installation and service charges for the individual jobs to be decided & monitored in coordination with the management.
Decide in coordination with the management, the pricing of the spares through the service center.
Maintain an effective control of expenses in line with agreed objectives by regular examination and review of management accounts and comparisons with budgets.
Ensure accurate recording of parts and service times, job costing and invoicing in the Service Department.
Efficient inventory management & demo items, as in when required.
Purchase of Material
Restructure of service and installation team, with proper identification of roles & responsibilities of every team member.
Monitor performance of each team member, based on the KRAs set.
Ensure proper documentation is maintained to monitor the team ( Service call job completion report etc )
Training needs for team to be identified for up-gradation of knowledge for products & solutions.
Sharing of knowledge about products & solution must be encouraged on a regular basis
Ensure that all Employees are committed to the principles and ethics of ALMOE and that these principles form the cornerstone of customer relations management.
Ensure that the service tem is skilled and capable, to troubleshoot & install all the products & solutions.
Set up clear process for the team to be followed on service calls and installation jobs.
Reports & Review
Call distribution Report
Call resolution report
Individual performance monitoring
Service review report
Weekly review Team
Quarterly review- Sales & Service
Response Resolution time analysis of the customer complaints should be within agreed SLAs. Any slippage must have proper justification and brought to management notice.
Efficient call distribution with customer feedback on resolution.
Monitor and ensure no customer escalation on complaints is raised, and escalation metrics is to be maintained and shared with customers.
Customer satisfaction index to be monitored & report to be maintained.
Maintain strong working relationship with the principal & vendors
Ensure that the reports are updated as required by principal & vendors
Eligibility:Bachelor's degree / higher diploma
Salary:$5,000 - $6,000
Function:IT Software - Middleware
Deadline:28th Feb 2018
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