Service Support Executive - Mumbai, Maharashtra, India - DCC Group

DCC Group
DCC Group
Verified Company
Mumbai, Maharashtra, India

2 weeks ago

Deepika Kaur

Posted by:

Deepika Kaur

beBee Recuiter
Description

Responsibilities:


Service and Installation Calls Planning & Scheduling:

  • Plan and schedule service and installation calls for digital machines in the West region (Maharashtra, Goa, and Indore).
  • Coordinate service and installation calls for screen machines in the same region, including existing M&R machines and new screen machines supplied by DCC.
  • Exclude digital machine calls for Surat.

Customer Coordination and Support:

  • Coordinate with customers, engineers, operation team, parts team, and sales team regarding service and installation calls.
  • Handle customer queries related to service, parts, AMC, and engineers in the West region (Maharashtra, Goa, and Indore).

Expense Management:

  • Check and approve engineers' expenses in the West region.
  • Maintain attendance sheet on Google Drive and update the number of calls attended by each engineer and service charges.

Reporting and Analysis:

  • Generate and manage MIS reports in coordination with Surat, North, and South teams, including call log reports, expense reports, engineer performance reports, customerwise machine reports, service revenue, and summaries.

Invoicing and Payment Follow-Ups:

  • Send service and AMC PI's in the West region.
  • Follow up on DCC OS service payments in the West region on a casebycase basis, considering outstanding dues and customer queries related to service charges.

CRM and Data Management:

  • Manage CRM data, including call logs, machine warranties, prescheduling AMC calls, and updating new machine and customer details.

Engineer Support and Performance Management:

  • Analyze engineer performance in the West region and take appropriate actions such as arranging training, joint visits, and brainstorming sessions.

Sales Support and Meetings:

  • Maintain customer relationships and share important information with the sales team.
  • Organize and plan machine movement.
  • Organize servicesales team meetings and draft minutes of the meeting.

Escalation Handling and Customer Visits:

  • Handle escalation calls with customer visits if required, focusing on conflict resolution and customer satisfaction.

Accounts Coordination:

  • Coordinate with the Accounts team for engineer advances and expenses.

Job Types:
Full-time, Permanent


Salary:
Up to ₹17,000.00 per month


Benefits:


  • Health insurance
  • Provident Fund

Day range:

  • Monday to Friday
  • Weekend availability

Shift:

  • Day shift

Work Location:
In person


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