Service and Support
Role Purpose:
1.) Job purpose: –
Achieve, Monitor and control after sales service levels with the objective of increasing customer satisfaction and generate revenues in labour, parts & lubes with Case products within company strategy and guidelines and agreed financial targets.
Major Responsibility:
· Maintaining MTTR (Mean time to response & restore) as per company norms thru a robust process and deployment of strategies for continuous improvement.
· Achieve Monthly & yearly targets of NPS (Net Promoter Score) , FRFT, Completion Rate as per company norms thru a robust process.
· Ensure call ticket raise by dealer/ customer/ ASM for each job in correct service type & Details, follow up for call ticket operate by Dealer engineer properly, closure by dealer on time once Engineer submit reports in system.
· Ensure dealer raise THD for all kind of failures on time, make sure THD closure by ASM, AMS team within 8 working hours.
· Achieve monthly & yearly targets for labour revenues as an individual thru direct service support to customers.
· Achieved monthly & yearly targets for lube sales & parts retails thru dealer.
· Conduct monthly meetings with dealers for service improvements and record thru MOM’s.
· Maintain and ensure that product problems are addressed within 24 hrs. and register them in our system.
· Cover the assigned territory by meeting agreed no of customers and inspecting machines per month.
· Collect customer testimonials (written and video) about good product performance and after sales support every month.
· Organize and conduct service camps & operator meets as per agreed numbers in the dealer annual plan.
· Conduct random check on warranty claims raised by dealer, once a quarter.
· Training to dealer engineers on system process and operations, product update, knowledge articles, service bulletins, commercial policy, parts and service schemes.
· Make sure dealers send back failed parts replaced under warranty to plant or advised locations by warranty department.
· Help dealer coordinate with OEM’s for disputed cases and meet up OEM’s representative for quarterly meetings.
· Responsible for fault finding, troubleshooting and maintenance of equipment as a first level intervention. Escalate to product specialist for complex matters.
Minimum Qualification:
Education/Qualifications: Diploma in engineering in mechanical/automobile or similar
Essential experience and skills: Min 5 years of experience of providing service support to earthmoving equipments thru self & dealer. Ability to work hands on in field, ability to tour for min 20 days per month.
Major Challenges:
Handling customers, contractors, operators, dealer staff of various cultures
Outdoor job for appx 20 days a month.
To ensure satisfaction of demanding customers within given resources and financial limits.
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