Overview

Ideal candidate will take full ownership of Technical and Service delivery management for our Customers, OEMs, Field and Office teams working under Service delivery Manager.

Role & responsibilities

- Providing a high level of technical support in conjunction with the service management system (SAP & Zen Desk)
- Ensuring timely response to all technical queries and service issues through Zendesk, sight calls and emails and all service/ technical calls are timely entered and closed by tech support centre
- Prioritizing and scheduling of customer requested service/maintenance requests
- Liaison with other Peak departments (sales, warehouse & logistics) to ensure Engineer coordination and customer communication for all the scheduled call
- Ensuring SLAs are met for customer response and resolution & work closely with Service Delivery Manager for any escalated case related with SLA
- Diagnosis and spare recommendation to Engineer after discussing with customer and warehouse for driving FTF above 95%
- Support Service delivery manager in Managing cost and effective FSE utilization
- Escalation call monitoring: To register and coordinate for escalated calls systematically. Communication with corrective measures is shared with all stakeholders and customer. Issues more than 3 days pending in customer complaint tool must be escalated
- Maintenance of SAP correctness on Service records, PM schedule,



PM kits and service reports
- Installation pre-requisite and installation process coordination with customer
- Review and ensure Quality of service reports are maintained
- Organise and maintain information systems to improve overall efficiency of dealing with customer support
- Advance Stock maintenance for the upcoming three months PM scheduled and share the list of required kits accordingly
- Will work on driving customer experience through quality response and feedback through tech support centre
- Regularly review the processes and time to time update process for bringing more efficiency and responsiveness in technical & service delivery management
- Maintain MIS and Reporting

Team Management

- Proactively manage and monitor individual and team performance to ensure work objectives and standards are achieved and formally address sub-standard performance quickly and constructively, in line with Company procedures
- Motivate and encourage your team to realise their full potential and objectives
- Undertake an Annual Performance Development Review and interim reviews for the team ensuring regular review of goals and objectives
- Ensure all unauthorised/unplanned absences are effectively managed
- Actively seek to develop the skills and capabilities of the team and that any skills gaps are identified

📌 Senior Customer Support Specialist (New Delhi)
🏢 Peak Scientific
📍 New Delhi