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Sr. Executive - Service Person

Sr. Executive - Service Person

Jaquar

5 - 7 years

3 - 7 Lacs

Mumbai

Posted:Just now| Platform:

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Skills Required

Training Spares management Claims Customer service Troubleshooting Operations Technical support ASP Preventive maintenance Service operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

In this role, you will play a crucial role in delivering exceptional customer service, ensuring technical excellence, and maintaining strong relationships with key stakeholders. You will drive seamless service operations, provide technical assistance, and support pre-and post-sales activities, contributing to overall customer satisfaction and operational efficiency. Your expertise and proactive approach will help foster trust and loyalty among customers, dealers, and internal teams.

Key Responsibilities

Conduct training sessions for Plumbers Associated with Dealers (PAD) at classroom settings or dealer points
Provide on-site assistance and guidance to PAD and architect staff to ensure proper product handling and installation
Offer technical site assistance to architects during critical project stages
Deliver proactive service solutions to retail customers and ensuring prompt resolution of issues
Manage preventive maintenance contracts (PMC) and organizing maintenance camps for key accounts and projects as recommended by branch heads
Address customer complaints promptly to ensure satisfaction and loyalty
Monitor and ensure timely return of spare parts and dealer claims to the factory for replacements or repairs
Manage spare parts replenishment for the dealer network and validating branch-to-ASP spare parts transactions
Ensure spare parts stock reconciliation and return to the factory within timelines
Organize training programs for service personnel to enhance technical skills and knowledge
Provide special technical support to the sales team for pre-and post-sales activities
Oversee dealer claims for manufacturing defects, spare parts, or products and ensuring timely resolutions
Conduct health checks of JDS & OC systems to maintain operational efficiency
Coordinate with the sales and service teams to meet organizational goals

Key Attributes

Customer-centric mindset with a focus on quality service delivery
Expertise in product installation and maintenance
Knowledge of preventive maintenance practices and spare parts management
Proficiency in training and mentoring technical teams
Familiarity with service protocols and operational workflows
Technical aptitude with a strong understanding of service tools and equipment

Competencies

Self Driven and Goal/Result Oriented

Attention to Detail

Creativity/Innovation

Decision Making/Judgment

Qualifications and Experience

Education: Bachelors degree or diploma in Mechanical/Electrical Engineering or a related field
Experience: 5-7 years of experience in customer service or technical support, preferably in the plumbing, construction, or related industries
Skills:
- Excellent problem-solving and troubleshooting abilities
- Exceptional communication and interpersonal skills
- Organizational and time management skills to handle multiple tasks efficiently
- Proactive and detail-oriented approach

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Sr. Executive - Service Person