Customer Support Specialist/ Sr. Customer Support Specialist - PPDC

Reporting - Regional Service Manager PP

Role Overview/ Job Purpose (Basic Information related to the role A Brief in 2-3 lines)

• Skills Enhancement of CE and 1st level Technical Support
• Service Delivery and Field support management
• Management of Customer Satisfaction Initiatives

Key Responsibilities (Detailed outline of the role holder)

• Implement the service infrastructure evaluation process for PP-DC at designated region.
• Implement Process for Call Quality Measures of CEs, Gap Identification & initiate corrective actions.
• Analyse SCA Codes, Identify Gaps & implement corrective actions for technical competencies.
• Implement Quality Audits & Field Accompaniments programs, Gap Identification & Initiate Corrective actions.
• Monitor spare parts consumption and take corrective action to improve the yield.
• Drive programs to improve machine performance in the field to generate higher Print Volumes.
• Implement field technical escalation process.
• Implement service delivery standards & Process Mechanism
• Daily pending call review
• Periodically review technical support activities, identify gaps and implement corrective actions.
• Promote customer satisfaction programs.

Review CS survey feedback for identifying gaps and implement corrective actions.

Desired Skills:

• Technical understanding of Production Printers and Team management experience.

Experience:

• 5+ Years in PP Service & Technical Support

Required Qualification:

• Diploma/B.E. B. Tech

Functional/ Leadership Competencies (Please mention at least 4-5 competencies)

• Planning Capability
• Problem Solving and Analytical Skills
• Customer Orientation
• Team Building

Preferences/ Desirables Differentiators for the role/ Specific Qualification/ Certification/ Industry Specific etc.

• Preferably from Production Printer background and related industry.