Key Responsibilities:

Service Operations

• Provide relevant inputs for weekly, monthly, quarterly and annual service planning
• Ensure timely return of loan stock, proper maintenance of toolkits and request for new tools acquisition, etc.;
• Support cluster level demand planning by providing accurate inputs on spares requirement, etc.
• Identify out of warranty customers and guide them on annual maintenance contract options to drive service revenues
• Identify opportunities to increase service revenues through AMCs; Support sales teams with leads from existing customer on upgrades, cross sell, etc.
• Drive discipline around usage of support technologies like CRM, ERP, Order processing, etc. for self to enable tracking and analysis of individual and team performance
• Track and report key performance metrics like MTTR, Customer Satisfaction, lead generation, service /spare part sales, etc. at an individual level
• Develop self through continuous learning to be able to meet market and client needs

Stakeholder / Vendor Management

• Maintain professional relationships with existing customers to identify areas of improvement, upgrades, cross-sell, new product opportunities, etc.
• Collaborate with the other teams within the division (Application team, Measurement team, etc.) to ensure timely support for service team to effectively resolve customer grievances

Development

• Follow a culture of continuous improvement and learning
• Demonstrate a self-directed and high-performance culture