Customer Support Executive - Service Center Incharge

Job Summary: 

We are seeking a dynamic and customer-oriented Customer Support Executive - Service Center Incharge to join our team. In this role, you will be responsible for overseeing the day-to-day operations of the service center, ensuring high-quality service delivery, and maintaining customer satisfaction. You will act as a vital link between our customers and the company, managing service requests and providing technical support to our clients.

Roles & Responsibility: 

1. Customer Interaction: Serve as the primary point of contact for customers seeking support and service for Schwing Stetter equipment. Address inquiries, provide information, and facilitate effective communication.

2. Service Management: Oversee the operations of the service center, ensuring that service activities are conducted efficiently and effectively. Manage the scheduling and allocation of service technicians for customer visits.

3. Issue Resolution: Identify, troubleshoot, and resolve customer issues related to equipment functionality, maintenance, and repair. Work closely with technical teams to ensure timely and satisfactory solutions.

4. Documentation: Maintain accurate records of customer interactions, service requests, and resolutions. Document technical issues and ensure all relevant information is logged into the service management system.

5. Customer Feedback: Collect and analyze customer feedback to identify trends and areas for improvement in service delivery. Communicate insights to management for continual service enhancement.

6. Inventory Management: Manage parts and equipment inventory for the service center. Ensure availability of necessary tools and parts to facilitate efficient service operations.

7. Collaboration: Work collaboratively with sales, technical support, and other departments to ensure a cohesive approach to customer service and satisfaction.

8. Reporting: Prepare regular reports on service center operations, customer feedback, and technician performance. Present findings and recommendations to management for strategic decision-making.

9. Compliance: Ensure adherence to safety standards and regulatory requirements in all service operations. Promote a safe work environment for staff and customers.

10. Inventory Management: Oversee and manage the supply of spare parts and service tools, ensuring that the service center is well-equipped to meet customer needs promptly.