Responsibilities
Improving customer service procedures, policies, internal/external written/verbal communication and quality standards across Service department.
Manage on a daily basis all Service coordinators and engineers’ activities ensuring all tasks allocated are completed and closed correctly in a timely manner.
Actively monitor and manage administrative and technical team members to ensure staff are meeting requirements
Monitor, coordinate and manage all incoming mails sent to helpdesk mailbox to ensure prompt customer response and resolution of complaint or issues in a timely manner in line with fault severity
Handle customer complaints or concerns quickly and professionally to develop and maintain good customer relationships
Attend customer meetings and conference calls
Ensure all equipment covered under SLA agreements have PMs properly scheduled as per terms of the SLA and JCC are fully collected in line with SLA invoice requirements.
Ensure accurate use of the Service software by coordinators and engineers whilst escalating to management any continued, ongoing problems.
Manage and monitor service software to resolve Late, Issues and Conflicts in a timely manner. Ensure job tickets are scheduled, updated and resolved in a timely manner.
Estimation of Service costs and material inputs
Responsible for cost controls over expenses, consumables and tooling for the department. Ensure all scheduled work is properly coordinated to minimise service expenses.
Verify and approval of department expenses
Handling customer complaints or any major incidents ensuring any major issues are quickly escalated to implement compatible solutions
Renewal of SLAs (Service Level Agreements)
Coordination with Sales team on suppliers’ end and proper installation of the equipment as per manufacturers’ guidelines.
Manage throughput and the repair processes to maximize efficiency
Assist the Service Head as directed
Develop training programs for all RPE products
Understand customer needs and provide consistent high levels of service delivery
Plan and utilise resources to achieve qualitative and quantitative targets
Review technical recommendation for ticket resolution
Responsible for Service staff recruitment and appraisals
Prepare and present weekly and monthly activity report to Management.
Requirements
HND / MBA / B.Sc qualification with 8 – 13 years of experience.
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Interested and qualified candidates should send their CV to: hr@rpeltd.com using the Job Title as the subject of the mail.
Apply via :
hr@rpeltd.com