Planning - Prepare and maintain Service Operations Tracker
Ensure timely disbursal of samples and brochures to Sales Team
Lead architect visit plans (Plant) and assign team for addressing areas.
Prepare and maintain Customer Complaints Tracker on a regular basis
Systems & processes - Track and trace all the SOPs for each processes and upgrade to make them user friendly and as per business requirement.
Identify bottlenecks and make necessary changes in SOP's to smoothen service operations
Customer Experience - Measurement of NPS and CSI through customer feedback and sharing customer contact details of completed orders with Call center on monthly basis
Ensure assessment for Handover feedback form received by Installation team from customer and generating voice of customer on monthly basis from NPS
Analysis of Customer Feedback form and NPS data to extract Voice of Customer and current bottlenecks of service
After Sales Revenue - Inform cost of spare & services for out of warranty jobs to customer in a timely manner
Ensure Revenue collection of after sales orders
Ensure complaint closure within TAT
Report Preparation & Timely information flow - Prepare Complaint Tracker and update daily service issue of concerned territory areas with concerned ASE.
Ensure regular updates in the SO Tracker
Submit daily urgency plans to installation team
Ensure all processes are within TAT and highlight any deviations