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AV Coordinator

AV Coordinator

Kinly

1 - 3 years

1 - 4 Lacs

pune

Posted:10 hours ago| Platform:

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Skills Required

managed services pdf talent acquisition service engineering scheduling customer service asset management remote support technical support monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

You will be part of a Global team that acts as a first point of contact for the client to ensure their requests and faults are delivered punctually at scheduled times and in accordance with agreed SLAs.

Cases are managed from start to end with an emphasis on clear and constant communication to provide a world-class customer service.

Responsible for day-to-day reactive logging of client requests and faults while constantly being aware of the impact to the client

Working closely with the SME (Subject Matter Experts) team to build working relationships for utilisation of increased technical support and understanding

Responsible for keeping lines of communication active between internal and external contacts

As a case owner you will need to ensure all parties responsible for the progression of a case are actively updating and working towards a resolution

Ensuring case management for support issues, projects and Managed On Site queries and requests are in line with the client s processes and our contractual obligations for the client

Coordinating any repair works of faulty equipment, liaising with manufacturers and in-house repairs whilst taking financial impact into consideration

Organising engineer attendance globally with the assistance of our global partners ensuring that they attend the site in the requested SLA time frames and provide satisfactory resolutions

Liaising with the Field Service Engineering team to dispatch resources locally and aligning SME remote support to be available should it be required

Asset Management and weekly / monthly / quarterly reporting

Involvement in the service handover from Projects for clients to understand their support available and the contractual obligations agreed

Assisting and identifying with the onboarding process of potential suppliers and partners for us to better support more countries across the globe

Identifying asset changes to client estates during case management and notifying the responsible team with clear and accurate information

Skills and experience:

Proven experience working within the audio-visual industry in a support capacity

Strong attention to detail

Solid administration skills and the ability to prioritise

Client and customer focused

Strong communication skills, both written and oral

Fluency in English to a professional level is essential

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AV Coordinator