ACCOUNT ASSISTANT-ESSESS

• Complaint Handling & Onsite Support Coordination
• Act as the first point of contact for service engineers regarding customer complaints (Engineers will be reporting to him)
• Coordinate with onsite engineers to ensure timely resolution of complaints.
• Ensure adherence to service SLAs (Service Level Agreements) and response timelines.
• Ensure Open complaints and NPS need to be under control for every region
• Spare Parts Inventory & Management
• Oversee the spares inventory for the assigned region.
• Ensure timely availability, tracking, and replenishment of spare parts.
• Work with vendors and supply chain teams to manage stock levels.
• Coordinate with Servicing agency for maintaining optimum inventory at engineer level
• Open and Manage Service centres to handle all the mech tools complaints.
• Performance monitoring and documentation
• Oversee engineers’ weekly performance and give regular feedback for improvement.
• Provide training and arrange knowledge-sharing sessions to service engineers.
• Maintain documentation of service reports, common failures, and solutions.
• Cross-functional Coordination
• Work closely with the OEM service team to escalate unresolved technical issues.
• Coordinate with logistics and warehouse teams for smooth movement of spares.
• Process Management
• Ensure compliance with company policies, safety guidelines, and service standards.
• Monitor KPIs (Key Performance Indicators) for service efficiency and suggest improvements.
• Maintain and update MIS reports and dashboards for tracking performance.
• Establishing Service Centres at PAN India level. – contractual meetings, management of spares, money collection & overall hygiene of service centres.
  

Technical Qualifications

• B.E. / B.Tech / Diploma in Mechanical, Electrical, or related field.
• 4-5 years of experience in a service coordination, technical support, or after-sales role.
• Strong understanding of mechanized tools, pneumatic systems, and servicing processes.
  

• Strong problem-solving and troubleshooting abilities.
• Excellent communication and coordination skills.
• Ability to manage multiple stakeholders and work in a fast-paced environment.
• Proficiency in MS Excel, ERP systems, and service management tools.