Service Support Executive - Testing Machine (Off-Role)

MAIN RESPONSIBILITIES:

• Ensure all customer complaints received via WhatsApp or email are logged in DART and tracked thoroughly until closure, with support from engineers and customers.
  
• Maintain regular communication with both customers and engineers to provide timely updates on complaint status.
  
• Escalate unresolved or delayed complaints to the respective service engineers and the National Service Manager.
  
• Capture customer feedback after service and prepare Customer Satisfaction Index (CSI) reports for management.
  
• Manage commissioning of all newly supplied machines by collecting details from the sales team, coordinating engineer visits, tracking execution, and creating IBase entries upon completion.
  
• Handle all AMC and calibration-related activities, including sending proposals to customers, scheduling service visits, collecting feedback, and ensuring timely completion of tasks.
  
• Maintain accurate records for AMC and calibration work, such as customer POs, invoices, installation and service reports, tracking sheets, contact details, follow-up plans, customer feedback, NABL-related data, and ZOHO entries.
  
• Track spare parts operations end-to-end, including submission of offers, receiving purchase orders, coordinating with vendors, and following up for payment collection.
  
• Monitor and report key service performance indicators including turnaround time, preventive maintenance compliance, customer satisfaction, retention, and conversion.
  
• Support service engineers in commercial tasks like booking orders in Star Connect and coordinating with commercial teams and vendors for AMC, R&S, and spare part orders.
  
• Coordinate all service activities across teams including engineers, vendors, and the commercial department to ensure timely and effective execution.
  
• Ensure timely submission of all tenders across regions by coordinating with relevant teams.
  
• Support the NABL team in all activities except preparation of certificates.
  
• Assist the service team with various other tasks such as report preparation, commercial follow-ups, database management, and tender documentation.

COMPETENCIES REQUIRED:

• Able to handle large Excel datasets (

  command over Excel is a must

  ); good email communication skills.
• Hands-on experience in service back office (CRM role / AMC handling).
  
• Must have the ability to grasp technical aspects of the products.
  
• Requires strong analytical skills; should be a good planner and organizer.