Service | Godrej MHE

Job Profile:

The incumbent will report to the Service Head of the branch location.

Customer Satisfaction

• Ensuring customer satisfaction by providing proper aftermarket support to customers in the given territory.
• Ensuring customer satisfaction by quick responses for spares and services for long-term relationships.
• Ensuring clear & concise communication for follow-ups with Customers & Service HO personnel.

Revenue Generation for Service Business

• Visiting customers for generating service business & evaluating technical jobs, such as repairs, refurbishing, etc.
• Ensuring that the work is carried out as per contracts (AMC / PMC / CMC) schedules & maintaining MIS.
• Supporting the service business by generating sales of genuine spares & attachments.
• Maintaining an upbeat attitude to remain optimistic & be a go-getter.
• Maintaining the Service MIS on tab.

Training to Dealers

• Training dealer personnel and developing the right processes for service delivery at the dealer end.
• Providing training to dealers & customers about product upkeep, maintenance, and safety of the equipment purchased by customers.

Warranty Disbursement

• Judicious warranty disbursement for reducing warranty expenses while mentoring dealers.
• Maintaining a sharp focus on hiring & contract operations and adherence to SLAs during the warranty period.
• Salvaging/repairing spare parts to reuse, understanding recurring problems of the products, replacing spares at customer sites, and sending back items under warranty to HO for proper accounting and documentation.

Organizational Imperatives

• Actively participating in and originating Kaizens.
• Actively involving in Business Excellence initiatives.
• Adhering to compliance and maintaining a safe working environment.

Key Result Areas:

• Customer Satisfaction
• Revenue Generation for Service Business
• Training to dealers
• Warranty Disbursement
• Organizational Imperatives