Call & Service Activity Management
- Answer customer calls and register them in the service management system following the call management process and quality compliance requirements
- Determine the routing of the customer call depending on the customer's request and contract obligations
- Create service work orders if necessary
- Assign and dispatch Field Services Engineers (FSE's) to assign service orders based on the advice of the FSE with helpdesk / response center duty or the Team Lead Field Services (or Service Delivery Manager) in the district
- Order spare parts if required and dispatch to FSEs/ customers
- Plan & coordinate the Preventive Maintenance schedule with customers & FSE. Escalate to CS Delivery Manager for non-compliance.
- Inform Customers about the status of their call and make detailed appointments
- Manage the progress of the customer call and escalate if service levels are in danger
Quotation & Order Process Management
- Prepare service opportunities in SFDC
- Prepare services and spare parts quotations to customer following the Quotation Process.
- Get T&M and service quotes approved by District Operations Manager, Team Lead or Account Manager CS
- Send the approved T&M quote to the customer
- Follow up with customers on open quotations
- Process Customer Purchase Orders for services and spare parts.
- Manage DMR / billings and the closing of corresponding work orders
Order / Invoicing & Service Record Retention
- Compile service reports, parts delivery notes and other supporting documents for the purchase order invoicing
- Manage the Service Report retention process, ensure service reports properly filed for the audit purposes
Logistics support
- Follow up delivery status of ordered spare parts. Identify delivery issues and take corrective actions timely by working closely together with suppliers and physical distribution to resolve the issues
- Coordinate inbound/ outbound delivery of parts, and local shipment to customer site
- Coordinate warehouse activities (if applicable)
- Follow up hold procedure in case of hazard situations
- Report Defective on Arrival (DEFOA) following DEFOA process
- Comply with export control regulation
Requirements:
- Experience in Sales Operations or Customer Services
- Proactive and with good communication skills
- Fluent in English, verbal and written in addition to local language
- Knowledge of Microsoft office tools (especially Excel & Word) required. Knowledge of ServiceMax and SAP is a plus
