Responsibilities:-
- To visit customer of South India for servicing/repair/installation/commissioning of IR supplied products (Solution machines, DC tools & controllers, Electric Hoist, Battery tools, Uryu & Tohnichi electronic products, etc.). If required may require to visit other part of India also for these jobs.
- To ensure that jobs are identified properly for under warranty/out of warranty and all necessary approvals are taken before execution from appropriate authority dealer/customer.
- Frequently visit customer for preventive maintenance and calibration as chargeable basis.
- To ensure that all the complaints are registered at CX and attended immediately for its timely closure.
- To ensure that service procedures are followed and all records are maintained properly.
- To make efforts to bring AMCs from customers and execute existing AMCs properly.
- To ensure that all efforts are made for achieving CSAT target and increase in service revenue & spare parts business.
- To ensure that feedback on all quality related issues are forwarded to QC department and also the quality related issues on IR products are entered in CAPA.
- To visit dealers/customers for any support and to ensure that satisfactory services are well planned & executed properly for its timely completion.
- To ensure that installation & commissioning jobs of direct orders are well planned & executed properly for its timely completion.
- To ensure payment collection against pending service invoices from customers of respective region.
- To coordinate with sales for offer submission to customers and follow up for orders about spares.
- Generate opportunities and address requirements of Modification/ Refurbishment and retrofit business with an existing installation base.
- To ensure safe working conditions and proper use of PPEs at service center.
KPI’s:-
Utilization
Response Time
First time fix rate
Service contracts retention rate
Billable Hours
Revenue Delivery
Service Sales.
Skills Required:-
Domain Knowledge- Power Tools
Customer Relationship Management
Site Management
Documentation and Record Keeping
Excellent written and verbal communication
Technical knowledge
Hands on skill in Machine Automation, field communication ,PLC Programming
Qualification:-
Bachelor of Engineering in Electronics, Electrical, Instrumentation or Mechatronics
Experience:-
4-5 years in Power Tools Industry.