Provides in-depth technical support and leads problem solving and quality implementation efforts for all supported products and services.
Responsibilities
- Determining service level standards for customer service requests for product lines.
- Answering technical questions for complex issues and procedures or to handle technical problems with customers products.
- Prioritize and implement product improvements related to customer issues and manage cost impact.
- Implementing service strategies for a given product to improve its repairability and maintenance.
- Developing in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department.
Skill Descriptors
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Level Basic Understanding:
Focuses activities on developing and maintaining positive customer relationships.
Discusses general differences between internally and externally focused organizations.
Cites the cost and benefits of positive versus poor customer service.
Explains why customer satisfaction is important to successful product/service delivery.
Data Gathering Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
Level Working Knowledge:
Follows proper data gathering and analysis processes and policies.
Reports problems that arise in the data collection process.
Participates in gathering and analyzing an organizations data based on requirements.
Documents data from various sources and in various formats.
Utilizes basic data collection and evaluation
📌 RMC Supervisor-1 (Chennai)
🏢 Caterpillar
📍 Chennai
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.