- 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
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
- Interpersonal Skills- team player, cohesive working wit CFT
- Good Oral and Written Communication
- Positive attitude- Open for suggestions and improvement
