Senior Customer Support Specialist

Overview

Ideal candidate will take full ownership of Technical and Service delivery management for our Customers, OEMs, Field and Office teams working under Service delivery Manager.

Role & responsibilities

• Providing a high level of technical support in conjunction with the service management system (SAP & Zen Desk)
• Ensuring timely response to all technical queries and service issues through Zendesk, sight calls and emails and all service/ technical calls are timely entered and closed by tech support centre
• Prioritizing and scheduling of customer requested service/maintenance requests
• Liaison with other Peak departments (sales, warehouse & logistics) to ensure Engineer coordination and customer communication for all the scheduled call
• Ensuring SLAs are met for customer response and resolution & work closely with Service Delivery Manager for any escalated case related with SLA
• Diagnosis and spare recommendation to Engineer after discussing with customer and warehouse for driving FTF above 95%
• Support Service delivery manager in Managing cost and effective FSE utilization
• Escalation call monitoring: To register and coordinate for escalated calls systematically. Communication with corrective measures is shared with all stakeholders and customer. Issues more than 3 days pending in customer complaint tool must be escalated
• Maintenance of SAP correctness on Service records, PM schedule, PM kits and service reports
• Installation pre-requisite and installation process coordination with customer
• Review and ensure Quality of service reports are maintained
• Organise and maintain information systems to improve overall efficiency of dealing with customer support
• Advance Stock maintenance for the upcoming three months PM scheduled and share the list of required kits accordingly
• Will work on driving customer experience through quality response and feedback through tech support centre
• Regularly review the processes and time to time update process for bringing more efficiency and responsiveness in technical & service delivery management
• Maintain MIS and Reporting

Team Management

• Proactively manage and monitor individual and team performance to ensure work objectives and standards are achieved and formally address sub-standard performance quickly and constructively, in line with Company procedures
• Motivate and encourage your team to realise their full potential and objectives
• Undertake an Annual Performance Development Review and interim reviews for the team ensuring regular review of goals and objectives
• Ensure all unauthorised/unplanned absences are effectively managed
• Actively seek to develop the skills and capabilities of the team and that any skills gaps are identified