Manager Ttc Job in Rajoo Engineers Limited

• Providing help and technical assistance to customers, during guarantee period and thereafter providing paid services as per after sale service policy.
• Providing help to sales staff during technical discussions with customer and as and when required.
• Communicating courteously with customers through telephone, email or any other means. Investigating and solving customers' problems (these may be more complex or long-standing problems that have been attempted by customer service assistants).
• Keeping accurate records of discussions or correspondence with customers in the system.
• Producing written information for customers, often involving machine manual, processing guideline and trouble-shooting guide line, product / machine literature.
• Coordinating stores and account managers for timely dispatch of spares to our customers as per their requirement.
• Courtesy visit to customers.
• Analyzing service report generated from service engineers visit and take further necessary action, if required to close the complaint.
• Developing customer service policies and standards for effective after sale services.
• To recruit and retain team members.
• Training and grooming service team to deliver a high standard of customer service. Ensure proper time, man/machine and spares availability at site and instruct Service engineers about the machine and type of work to be attended before they visit the site.
• Leading and supervising a team of customer service team.
• Learning about organizations products or services and keeping up to date with any changes.
• Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
• Developing spares management policy and implementation.
• Manage the spares supply activities like quotation, manufacturing, spare stocks, payment, and dispatch as per policy within predefined time frame.
• Monthly reports of spares handling which includes dispatched, pending or cancelled spare orders.
• Timely verification of deferent types of reports provided by the subordinates form SFDC.
• To analyze various service reports received from the field engineers and take necessary actions in consultation with superiors, if required.
• To receive and analyze Daily Activity Report from field staff and take necessary actions and correspondingly guide the field staff during customer calls.
• Following reports to be submitted to the superiors:
  • Update Executive Director regarding customer complaint and status on periodical basis.
  • Monthly customer complaint report and analysis of complaint.
  • Strategic decision/ management approval for critical issues/complaint.
  • Replacement/returnable things record and follow up.
  • Deputed engineers daily activity report.
  • To maintain Complaints register in SFDC
• Customer relations visit in liaison with respective RSMs & approval of VP Mktg.
• Coordinating collection of spares related pending C-forms and out-standings, if any.
• Grooming Service Engineers on Business Etiquettes, as they are part of marketing team & in direct contact with customers.

Production & Troubleshooting experience of Extrusion Coating and Lamination machine. Should have experience of handling customer complaints