Operations Executive

Role & responsibilities

- Understanding the technical requirements of clients (Software & Electronics)

- Demo & Presentation on Solutions

- Client meetings with the Business Development Team whenever required for some new

technical requirements

After Sales:

Installation PLANNING

• Align team for site Surveys & Evaluating Project Feasibility.
• Sending material requirements to the account team.
• Meeting with Vendors for work allocations and providing work order after rate

negotiation.

• Complete planning of the project and align TL and their team for installation.
• I make sure installation is done on the given time frame and Recharge documents &

Owner portal documents shared with the clients.

• Checking installation sheet complaint sheet time to time and review with the team on a

regular basis.

• Coordinating this on a regular basis regarding open complaint status, ongoing

installation NRC & checking DPR.

• Help team if they face any technical or any other challenges during installation.
• Helping team in fault and repair of any client if required.

• Customer Support Team that responds to customers queries received via Phone or

Email.

• Responding to and resolving the escalated, unique or complex requests from the

customers.

• Making sure that the pending complaints are closed.
• Quality check of the calls and emails and providing the feedback to the team.
• Arranging a team meeting at the end of the day to find out the challenges faced and to

look for the best possible solutions.

• Providing the initial and on the job training to the new hires.
• Making sure that the correct procedures are followed and disciplined is maintained

within the team.

• Monitoring the distribution of work on team members and to make sure that the

workload is evenly distributed.

• Preparing the weekly roasters and to make sure the availability of enough manpower

in each of the shifts.

• Identifying system and workflow improvements to enhance efficiency.
• Interviewing the candidates for the post of Customer Support Executive, as per the

business requirements.

• Upgrading business functionality by aligning the business objectives
• Handling projects and making product innovation
• Analysing operational data and maintaining product inventory
• Monitoring whether the policies and procedures are followed throughout the company
• Making sure that the relationship with the client, suppliers, and vendors stays positive
• Manage and prioritize incoming customer support requests, ensuring timely and

accurate responses.

• Coordinate with cross-functional teams, including Engineering, Product Development,

and Sales, to resolve complex technical issues and provide appropriate solutions to

customers.

• Maintain strong relationships with key customers, addressing their concerns and

ensuring their needs are met effectively.

• Stay updated with the company's products, services, and industry trends to provide

accurate and relevant technical support to customers.

• Collaborate with the Sales and Marketing departments to provide technical support

during sales presentations, demonstrations, and customer visits.

Salary Range : Rs18 500 to Rs30 000 depending on experience