Senior Associate - After Market Service

Key Expectations of Stakeholders

• Ensures achievement of service delivery targets such as TTR, FTR and CSI that lead to customer satisfaction
• Coordinate for technical support to ensure on-time resolution of customer complaints
• Adequate support to dealer service in terms of the sale of AMC, Spares and On-time service for the allocated geography.
• Address customer complaints and manage relationships for customer satisfaction

Result Outcomes to achieve expectations

• Prioritizing the resolution for compressor breakdowns and adhering to the achievement of KPIs like TTR and FTR
• Achieve targets for Service revenue pertaining to AMC (LEPSAC & OFSAC)
• Follow warranty procedures and ensure timely closure of customer queries to improve customer satisfaction
• Responsible for driving and supporting dealer service engineers in their day-to-day operations
• Responsible for the completion of regular service activities, documentation, and other aftermarket activities
• Ensure all the issues raised by customers are addressed promptly and satisfactorily to achieve the customer satisfaction index (CSI)

Enabling outcomes to achieve results outcomes

• Collaborate with the technical support team and dealer service engineer to resolve customer complaints.
• Improve AMC penetration by adding new AMC and retaining existing AMC. Adhere to schedule visit plan for customers
• Coordinate on approval for product/part recall, and ensure the process follows ELGi guidelines. Implement free-of-cost process
• Support and provide guidance to dealer engineers in resolving critical issues from the customers. Conduct periodic training for Dealer Service Engineers / Co-ordinators on troubleshooting, CRM and proper installation
• Responsible for recording and documenting aftermarket service activities (regular maintenance, AMCs, service, etc) in CRM and other relevant applications
• Identify key customers, visit and interact with customers to establish rapport and determine future needs and requirements of the customer. Ensure customer queries / issues are addressed to promptly and satisfactorily.