Lead- Digital Service

Major Tasks and Duties:

• Digital Service Support Management

Remote Asset Monitoring

• Develop a strong team for Remote asset monitoring through machine Cockpit, My Putzmeister, SF CRM and other digital tools going to be introduced in near future.
• Develop Dedicate team of condition monitoring analysis, capture all critical alerts generated by the machine cockpit & information sharing to customers about health status of their equipment such as…….
• Immediate corrective action to avoid any unwanted sudden breakdowns.
• Reduce downtime & repair cost for customer by applying Pre alerts.
• Customize report on condition monitoring to customer.
• Develop and establish Technical Support Helpdesk (TSH) to support online complaints.
• Develop and establish online parts ordering tool, i.e. digital catalogue, webshop.

Field Service Management

• Optimize FSM tool (Salesforce) for its effective use such as …GPS tracker, Self service, chat box, qualitative feedback etc.
• Dashboard and report on MTR, MTTR, MTBF, productivity measurement, etc.
• Develop and establish online parts ordering platform through Web portal,
• Integration of Lead Management from Operator App and Call Center Ticketing & case management system with SF CRM.
• Adopt untouched features in SF and FSM to enhance Service Level and train team to adopt the functionality.

Support PCM in Development / revamp of SF CRM (Sales & Service Module) in coordination with External Support Partner.