KEY RESPONSIBILITIES

Service Delivery

• Ensure SLA compliance & timely call resolution
• Monitor daily calls, escalations & RMS
• Manage warranty, AMC, spares & engineer planning
• Ensure customer satisfaction & audit of calls

SSD/ASP Development

• Develop & review systems and processes
• Training on CRM software & mobile app
• Upgrade tools, infrastructure & share product updates

Network Management

• Manage ASP/SSD, dealers & distributors
• Monitor installation quality & train installers
• Map territories to ensure SLA is met

Customer Contact

• Regular meetings with key customers to ensure desired service levels

Service Business

• Responsible for service business targets and BR collection (AMC / Spares / Repairs)

Training