Service Centre Supervisor / Service Coordinator at Ascentech Services Limited

Job Description

• Oversee daily operational activities on job pendency and reduction of the branch
• Allocation of Jobs to the technician & monitoring
• Review on Daily Working Report with team and taking corrective measures
• Coordination with Parts officer for raising the parts orders & tracking
• Ensuring achieving of KPI (TAT / CSAT / LTP / Engr. Productivity/ DWR Accuracy etc.)
• Ensure Quality Service Delivery with minimum Repeat Repair
• Reduction of customer escalations
• Daily Monitoring of technician productivity
• Weekly Budget preparation for Service operations & approval from Service Manager
• Preparation of part failure report & sharing to service manager
• Responsible for checking local repair possibilities for PNA cases , sharing the repair quotations to service manager for approval
• Ensuring adequate spares availability at the SVCs ( Safety Stock planning & execution)
• Generating & Achieving Out warranty income targets. (Reduction in third party repairs/ installations)
• Responsible for monitoring & completion of AMCs ( Annual Maintenance Contract )
• Responsible for improving Service Centre Hygiene & compliance to Service Standards (Job cards, Process, Policies etc.)
• Review of service center staff and taking corrective measures
• Participating in Monthly / Quarterly Spare Parts Counting & Labelling Activity
• Ensuring service cost reduction through proper inventory control method
• Responsible for Technician Skill monitoring & Productivity improvement
• Responsible for arranging training to front, backend & field force team
• Ensure compliance to service standards
• Responsible for defective stock recovery
• Responsible for Trade Satisfaction by resolving pending complaints
• Retail visit for service feedback & working on improvement areas for channel delight
• Service Franchise creations
• Service Franchise claim preparation
• Spare Parts local purchase
• CRM Operation updating

Requirements

• Diploma in Electronics / Mechanical / Electrical / Communication Engineering
• Minimum of 5 years experience into Customer Service Management