METTLER TOLEDO is a global leader in precision instruments and services. We are renowned for innovation and quality across laboratory, process analytics, industrial, product inspection, and retailing applications. Our sales and service network is one of the most extensive in the industry. Our products are sold in more than 140 countries, and we have a direct presence in approximately 40 countries. For more information, please visit www.mt.com.
Our Opening and Your Responsibilities
Customer inbound calls dispatch thru SFDC. Align with customers for Unplanned paid jobs for Field Service Engineer visit.
Service Engineers planning & scheduling for unplanned service orders
Manage intra-call status updates and escalation process with field management
Should have know-how of the geographic territory or have ability to learn geographic coverage and travel time for engineers
Measurement of Service Quality Parameters - Response Time (RT), Uptime, TAT (turnaround time), FTFR (First time First resolution) etc,
Responsible for Customer Satisfaction / NPS
Align with Contract SLA & find solution to support customer
Fill Service Engineers' schedule for optimum utilization To manage Unplanned Service jobs by closely working with Field Service Technicians and alignment with customers.
What You Need to Succeed
Diploma, BSc in Instrumentation/Electronics/Electrical or BCom
Excellent Writing & Speaking Skills
Good Negotiator & experience of conflict management
Basic knowledge of Excel & PowerPoint.
Overall and Specific Experience: Freshers or upto 2 yrs Experience with SAP CRM/call management / SFDC experience preferred
Our Offer to You
One Team" that thrives on collaboration and innovation
Opportunities to work with Global teams An open, fair and inclusive environment
Multitude of learning and growth opportunities
Medical insurance for you & your family, with access to Telemedicine application A brand name that is identified worldwide with precision, quality, and innovation.
Equal Opportunity Employment
We promote equal opportunity worldwide and value diversity in our teams in terms of business background, area of expertise, gender and ethnicity. For more information on our commitment to Sustainability, Diversity and Equal Chance please visit us [1] here.