Service Coordinator/Helpdesk Engineer

Job description

You will be working as Service Coordinator/Helpdesk Engineer and will be part of Legrand's National Service Partner(NSP) based in Delhi, India. In this role you will be reporting to Service Manager/HelpDesk Manager and will be responsible for executing service work according to work instructions and in accordance with Legrand standard processes, quality standards and safety guidelines.

Role & responsibilities

• Serving as the first point of contact for customers seeking Complaint registration, Demo Request, Installation Support, technical assistance & general queries over the phone or email
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• All customer complaints will be recorded in CRM. Need to follow up with backend teams till closure.
• Coordinate with service engineer for closure of complaints
• A strong backend team will be available for support of Help Desk Engineer.
• Coordinate warranty complaints with all India Customers, Field Service Engineers & Authorised Service Centres for Switchgear range of products ( LV panels, breakers, contactors, bus trunking, capacitors etc.)
• Daily monitoring and executing service tasks like pending calls, service visits, call logs, free supplies etc.
• Have to coordinate with ASC( Authorized Service Centre) & customer.
• Contributing to customer satisfaction by executing service work according to customer expectation and within specified time frame
• Coordinating, preparing and ensuring that all materials, parts and equipment are available and at the appropriate quality for all service-related activities
• Preparing all documents and service reports to be signed by the customer representative

Preferred candidate profile

• B.Tech / Diploma ( Electrical )/ B.VOC (Power Distribution Management)
• Ready to work in service field for low voltage switchgear components like ACB, MCCB, control gear, pilot devices, relays, motor starters etc.
• Customer oriented, self-motivation, critical thinking, flexibility, and high capacity to work within multicultural teams
• Good interpersonal and communication skills