Provides first line of support, coordination of services, problem resolution and/or recommendations on selected products and services.
- Monitor machine health data using telematics and analytics tools to identify early indicators of performance or reliability issues.
- Analyse operational trends and event patterns to detect abnormal behavior and proactively highlight potential risks.
- Provide explicit, actionable maintenance recommendations that help reduce downtime and improve overall asset performance.
- Develop and deliver concise reports and dashboards that translate technical data into easy to interpret insights for stakeholders.
Responsibilities:
- Addressing minor coverage issues and resolving minor complaints. Ensuring all customer communication is clearly documented.
- Answering inbound customer service inquiries. Providing health analysis or troubleshooting and redirecting them when appropriate.
- Identifying issues and determining appropriate course of action for effective resolution.
- Processing results from analysis of technical data
- Understand prime product or component health or status, if action is needed, and required next steps.
Education: B.E/B.TECH/M.E/M.TECH
Experience: 8 to 15Years
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 Extensive Experience:
Facilitates creation of the right products and services to resolve customer business issues.
Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
Advises others on creating customer focused environments in various scenarios.
Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.