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Godrej Koerber

Customer Service

Early Applicant
  • Posted 7 months ago
  • Be among the first 10 applicants

Job Description

  • Deliver Superlative Customer experience w.r.t After Service by efficiently handling Automation & Software breakdown calls
  • Building strong customer relationships
Mumbai
Responsibilities
  • Oversee operations of Automation & Software Service Team.
  • Develop & implement strategies to enhance customer service delivery.
  • Manage day to day operations.
  • Develop policies and procedures for Automation & software service team.
  • Develop & implement methods to record, monitor and analyze customer complaints.
  • Develop processes to resolve customer complaints within agreed timelines.
  • Make strategies for 24 7 customer support.
  • Monitor & Analyze team s performance.
  • Design & develop upgradation solutions for old systems.
  • Develop & maintain software applications for customer and service team.
  • Develop process to perform Automation & Software Audit/ test before project handover to service department.
  • Coordination with CFT to implement RCA & CAPA of bugs or deficiencies in Automation & Software solutions.
  • Act as primary point of customer contact for Automation & Software Service request.
  • Support field technicians & customer for problem solving through remote support.
  • Develop training program for team for crisis management / customer anxiety management.
  • Address customer concerns & high level of customer satisfaction.
Authorities
  • Decision regarding free / chargeable service calls.
Key Results Areas (KRA s)
  • KRA1- Resolve customer challegnes within agreed timelines
  • KRA2- Develop standardized upgradation solution for old projects
  • KRA3- Control costs of execution of Service
    • KRA4- Develop strategies to ensure 24 7 customer support for Automation and Software Challenges
    Requisite Qualification
    Essential
    • Degree in Engineering Instrumentation/ Electronics/ Information Technology
    Preferred
    • Same as above
    Requisite Experience
    Essential
    • Min 9 12 years in Automation/ Software Service
    Preferred
    • Intralogistics Automation equipment knowledge would be an advantage
    Skills & Competencies
    • Knowledge of Siemens PLC, Sensors, Drives + Electrical equipment like VFD Motors, Power circuits, Bar code scanners, LAN Networking troubleshooting, PLC programming, bug identification, Scada development, Software development, various protocols like ethernet, Profibus, Profinet, etc.
    • Experience in Customer Service
    • Problem Solving Mindset
    • Interpersonal Skills- team player, cohesive working wit CFT
    • Result Orientation
    • Self-motivated
    • Good Oral and Written Communication
    • Positive attitude- Open for suggestions and improvement

    More Info

    Skills Required

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    Date Posted: 17/07/2024

    Job ID: 85077399

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