8 Service Processes Jobs

JOB DESCRIPTION Currently, we are looking for a talented Oracle CPQ Cloud Senior Resource to join our team. What You'll Do: Consult on AST's CPQ Cloud engagements, including implementations and upgrades Engage with clients and lead workshops to define business requirements Work on gathering requirements and development of Inbound and Outbound integrations between Cloud ERP (Enterprise Resource Planning), CPQ (Configure Price Quote), Oracle Field Service Hands-on development experience related to Configuration, Commerce, Document Designer, Workflow Approvals, Integrations, Email Templates, Steps, BML, Commerce, and Configuration Layout Design Hands-on development experience related to Pricing Engine, BOM Mapping, System Configuration Provide subject matter expertise on industry-based Service processes, including Activity and task management, SLA/milestone configuration, Analytics etc. Able to set-up the system to meet the desired business process and requirements Develop testing scenarios, test scripts and leading teams in unit, integration, and acceptance testing What You Bring: Minimum of 6 to 8 years consulting in implementation across multiple clients and solution offerings with experience on the fusion service cloud implementations. Knowledge of Oracle Fusion Sales/ERP modules is a plus. Experience in two or more areas of technology discipline specialization or equivalent certifications and/or experience Ability to stay ahead of emerging trends in the market and drive innovation for AST (Applications Software Technology) in their area of expertise Privacy Statement: AST is an IBM subsidiary which has been acquired by IBM and will be integrated into the IBM organization. AST will be the hiring entity. By proceeding with this application, you understand that AST will share your personal information with other IBM affiliates involved in your recruitment process, wherever these are located. More Information on how IBM protects your personal information, including the safeguards in case of cross-border data transfer, are available here: #LI-DNI

You will need to empathize, analyze, document, socialize, and drive customer/end-user requirements and features in collaboration with development teams. Your passion should be focused on end-user empathy, product conceptualization, and continuous value delivery to end customers. It is essential to have a good understanding and experience working with cloud-based software services. Your excellent stakeholder management and communication skills are key, along with hands-on experience in tools like Azure DevOps, Jira, or similar platforms. Knowledge of Siemens Healthineers products and service processes is also beneficial. Your responsibilities will include working closely with Product Managers/Product Owners to translate business requirements into software features and service enhancements. Continuously refining features, user stories, and enablers based on business goals, along with clear acceptance criteria, is crucial. You will own and manage the product backlog for scrum teams and collaborate with various stakeholders such as Product & Release Managers, Scrum Masters, architects, development, QA teams, and stakeholders in dependent R&D projects. Content planning and development task coordination are part of your primary responsibilities. You will be involved in the entire product lifecycle from idea generation through development to market launch, leveraging technical innovations to create a competitive advantage that drives commercial success. Understanding agile development processes is essential to ensure the maximum customer benefit is achieved at the lowest cost, emphasizing the importance of early feedback from all stakeholders to enhance customer benefits.,

The Service Advisor plays a crucial role as the intermediary between the customer and the workshop team, ensuring a seamless service experience. Your responsibilities include understanding customer concerns, creating job cards, coordinating repairs, providing updates, and ensuring high levels of customer satisfaction to foster customer retention. You will interact with customers in a professional manner, attentively listen to their service or repair issues, gather detailed information about vehicle problems, and provide expert advice on service requirements and recommended repairs. It will be your responsibility to accurately prepare job cards using the Dealer Management System (DMS), detailing customer complaints, additional observations, and required work. In your role, you will collaborate with floor supervisors and technicians to prioritize and schedule jobs, monitor job progress, and communicate updates to customers promptly. Timely delivery of vehicles as committed is essential. Moreover, you will be expected to suggest value-added services, packages, or Annual Maintenance Contracts (AMC), and recommend accessories or services to customers without compromising their trust. Your duties will also involve keeping customers informed about additional findings, cost estimates, seeking approvals, performing final checks, ensuring the vehicle is cleaned and ready for delivery, and explaining completed work and billing clearly. Following service completion, you will gather customer feedback to ensure satisfaction and address any grievances or escalate them to higher authorities when necessary. Ideally, you should hold a Diploma or Degree in Automobile/Mechanical Engineering, accompanied by at least 3 years of experience in automobile service advisory or customer-facing roles. A strong understanding of vehicle systems and service processes is essential, along with excellent communication, interpersonal, and problem-solving skills. Proficiency in Dealer Management System (DMS)/Customer Relationship Management (CRM) software and MS Office is preferred. Key competencies for this role include a customer-centric approach, effective communication and listening skills, adept time management, sales orientation, attention to detail, and conflict resolution abilities. This is a full-time position, offering cell phone reimbursement as a benefit, with a day shift schedule and work location on-site.,

A Field Engineer is responsible for providing field system support, including hardware break-fix, maintenance, and product installation on customer and Oracle Cloud sites. You will interface with Dispatch, Logistics, and Domains in accordance with activities set out in the on-site Action Plan. Your primary focus will be to ensure a high level of customer satisfaction and meet Service Level Agreements (SLAs) through the effective delivery of technical support and service programs. You will proactively help to find problem resolution through the use of system-level diagnostics and escalation procedures. It is essential to have a deep understanding of service processes and be able to identify and solve a wide range of problems. Your role will require a 24-hour commitment to support customer contractual requirements fulfilled by participation in the regional standby rotation program. Your responsibilities will include providing Onsite Product Support as set out in Domains action plans, liaising with Manager on Duty (MoD) or Field Manager during business hours to ensure escalation procedures/communications are followed, and adhering to defined policies and procedures outlined in the desk manual. You will support the organization by understanding and achieving measurable objectives, following best practices and industry standards, updating internal systems as required, and adhering to Logistics processes to ensure accurate reporting of failures and timely return of parts. As a Field Engineer, you will work independently and in a team environment, perform Field Change Order and Field Action Bulletin, travel at short notice for short-term assignments, provide 24x7 support coverage in a designated geographic area with phone support from Domains, provide T&M services Out of Hour (OOH), provide logistics support as required within the scope of providing on-site support, and offer long or short-term site cover for dedicated customer sites. You will act as a technical support resource during problem escalation, actively contribute to providing diagnostic information to the Technical Support Centre, collaborate with Support/Engineering to ensure continuity and consistent service delivery, provide management updates when engaged in customer escalations summarizing the status, impact, and potential solutions, and define next steps using the 3 Ws (Who, What, and When). Additionally, you will assist in developing, reviewing, and implementing hardware installation plans for customers and be a member of the golden team with special product knowledge to support high-level escalations, complex installations, new product introductions, and TOIs (Onsite and Remote) within the region and outside. Traveling at short notice for short and long-term assignments within the region will be required for this role.,

Exp- CRM, Sales & Service Processes Hands-on technical implementation & deployment of Microsoft Dynamic CRM Microsoft Dynamics CRM Customization Tool, Workflow Tool, SDK Lead technical discussion with client Develop data conversion & testing strategy Required Candidate profile Experience as technical consultant. Identify creative workarounds to meet requirements without the development of custom code. Provide technical support to existing CRM clients.

A Field Engineer is responsible for providing field system support including hardware break-fix, maintenance, and product installation on customer and Oracle Cloud sites. You will be interfacing with Dispatch, Logistics, and Domains in accordance with activities set out in the on-site Action Plan. Ensuring a high level of customer satisfaction and meeting Service Level Agreements (SLA's) through effective delivery of technical support and service programs by interfacing between the customer and the Domains. Proactively assisting in problem resolution through the use of system-level diagnostics and escalation procedures. You should have a deep understanding of service processes and be able to identify and solve a wide range of problems. This role requires a 24-hour commitment to support customer contractual requirements fulfilled by participation in the regional standby rotation program. Your responsibilities include providing Onsite Product Support as outlined in Domains action plans, liaising with the Manager on Duty (MoD) or Field Manager during business hours to ensure escalation procedures and communications are followed. You will be expected to follow defined policies and procedures, support the organization by understanding and achieving measurable objectives, follow best practices and industry standards, update internal systems as required, and adhere to logistics processes to ensure the accurate reporting of failures and timely return of parts. In this role, you will work both independently and in a team environment, perform Field Change Orders and Field Action Bulletins, and be ready to travel at short notice for short-term assignments. You will provide 24x7 support coverage in a designated geographic area with phone support from Domains, deliver T&M services Out of Hours (OOH), provide logistics support as required within the scope of providing on-site support, and cover dedicated customer sites for both short and long terms. As a technical support resource during problem escalation, you will actively contribute to providing diagnostic information to the Technical Support Centre. Collaboration with Support/Engineering to ensure continuity and consistent service delivery during shifts, escalations, or time-critical installations is essential. You will also provide management updates during customer escalations, summarizing the status, impact, and potential solutions, defining next steps using the 3 Ws (Who, What, and When). Additionally, you will assist in developing, reviewing, and implementing hardware installation plans for customers and be a member of the golden team with special product knowledge to support high-level escalations, complex installations, new product introductions, and TOI's (Onsite and Remote) both within the region and outside. Flexibility to travel at short notice for short and long-term assignments within the region is a key requirement for this role.,

You will be working for a rapidly growing company that represents various MNC companies from Europe and USA, particularly in the field of Power & Energy, Oil, and Gas. Your role as a Service Coordinator will involve the following responsibilities: - Handling emails and drafting independently. - Coordinating with clients to ensure site readiness, access, and job requirements. - Scheduling and assigning service jobs to field engineers based on priority and availability. - Tracking and monitoring daily progress of service jobs and updating internal systems accordingly. - Preparing and maintaining service reports, job sheets, and customer feedback. - Routinely following up with customers to ensure satisfaction through timely and professional communication. - Assisting in preparing service quotations and job completion certificates. - Following up on service reports to ensure timely submission by engineers. - Communicating with customers regarding delays in supply. - Coordinating with customers for pre and post-dispatch formalities. - Handling customer complaints or escalating issues to the Service Manager when necessary. The ideal candidate for this role would preferably be an Electrical Engineer with experience as a service coordinator or freshers. Knowledge in AUTOCAD, any automation design software, and VISIO software would be an added advantage. Additionally, you should possess good presentation and demonstration skills, fluent English, pleasant personality, effective communication skills, be smart, healthy, hardworking, punctual, and honest. Being extremely focused, result-oriented, independent, self-motivated, having decision-making skills, and being completely responsible are also desired qualities. A basic understanding of electrical systems or service processes is a plus. The minimum experience required for this position is a fresher, while the maximum experience desired is 2 years. The salary offered will be as per the profile and ability of the candidate, ranging from 2 to 3.5 LPA based on the strengths and commitment of the respective candidates. The educational qualifications required for this role include B.E/B.Tech/Diploma in Electrical Engineering.,

You are seeking a dynamic and experienced individual to manage Call Centre operations for service as a Contact Centre Manager. As the Contact Centre Manager, you will be responsible for optimizing Customer Response Centre (CRC) processes, leading a team to achieve service excellence, and managing added responsibilities such as Warranty Administration and Service Master data management. Your role will involve ensuring compliance with manufacturer and company policies, maintaining accurate records, and facilitating excellent customer support both internally and externally. Your strong interpersonal skills will enable you to build and maintain positive relationships with colleagues, clients, and stakeholders, fostering a collaborative and supportive work environment. To qualify for this role, you should have a Bachelor's degree in business administration, Electronics and Telecommunications, Electrical, or a related field. Additionally, you should have at least 10 years of experience in contact centre operations, with a minimum of 3 years in a managerial role. Your key responsibilities will include overseeing the daily operations of subcontracted contact centre, developing customer service strategies, coaching and managing a team of customer service representatives, monitoring key performance indicators, handling escalated customer issues, analyzing call centre data, developing training programs, ensuring compliance with company policies and industry regulations, and working closely with service and IT teams to improve customer support processes. In addition, you will be responsible for reviewing extended warranty claims, communicating with Service Engineers and manufacturers, tracking and monitoring warranty claims, maintaining detailed records, assisting customers and internal teams with warranty-related inquiries, staying updated on internal policies and warranty guidelines, and supporting service department operations as needed. You will also be involved in developing, implementing, and maintaining master data management policies, collaborating with cross-functional teams, managing data lifecycle processes, resolving data quality issues, enforcing data governance frameworks, generating reports from master data, providing training to business users, and using enterprise resource planning tools to log and track warranty claims and service requests. To excel in this role, you should have proven experience in contact centre management or a similar leadership role, a strong understanding of customer service principles and call centre technologies, excellent leadership and team-building skills, the ability to analyze data and make strategic decisions, proficiency in Oracle E Business Suite, call centre software, and workforce management tools, and the ability to handle high-pressure situations and multitask effectively. Furthermore, you should possess good domain knowledge in the field service and service sales domain, including understanding Service Level Agreements (SLAs), Key Performance Indicators (KPIs), service processes, sales processes, problem-solving skills, and critical thinking. Your soft skills should include strong communication and presentation skills, collaboration skills, attention to detail, curiosity, continuous learning, and the ability to work in an interruption-driven environment. Travel may be required up to 5% (domestic and international), and the successful candidate will be expected to embrace Vertiv's Core Principles & Behaviors to help execute the company's Strategic Priorities. Please note that Vertiv will only employ those who are legally authorized to work in the United States, and this position does not offer sponsorship for work authorization.,