Executive Service Desk

Job description

To be the Single-point of contact between the customers and support team with proper handling of customer calls and do the necessary follow ups and ensure smooth deliverables to the customers as per the SLA.

• Call logging with the OEMs, handling escalations and coordinating for the spare parts replacement with the OEMs as per the SLA
• Attending the customer complaints and assign them to the right Engineers and update the same in the helpdesk tool.
• Tracks the status of all installations and configurations.
• Track the status of customer calls and update the database with the Engineers’ response & resolution time and document the customer interaction information.
• Tracks the status of all the customer warranties and / or Annual Maintenance Contracts (AMC).
• Coordination with Procurement and logistics department for the shipment and replacement of defective spares under Warranty or AMC.
• Coordination with the Delivery Manager on the expiry of product warranties/ AMC’s for further follow up action.
• Receive Order Validation Forms (OVF) from the sales team and ensure that all installations / configurations are completed within the stipulated time period.
• Maintain all the necessary customer support documentation such as Call Feedback Reports, Installation reports etc and file the same on regular basis.
• Accurate and timely generation of daily incident reports, weekly reports, Monthly reports, Engineer Productivity report and timely updation of the same to the reporting manager.
• Handle related responsibilities to the Role which may change from time to time.s