Job Purpose

provide technical support, resolve issues, and ensure customer satisfaction by delivering efficient and effective service.

Key Accountability Areas

Order Reception and Creation:
- Receive non-warranty work/service orders.
- Generate under-warranty service orders for customer complaints in SAP.

Requirements Study:
- Examine the service order's requirements and identify necessary resources (material, manpower, time, etc.).

Material Availability Check:
- Verify the availability of required material in stock and other resources for the service order.

Coordination and Scheduling:
- Coordinate with the customer to schedule a site visit.

Site Visit Execution:
- Organize and execute the site visit according to the agreed schedule with the customer.

Inspection and Problem Analysis:
- Conduct necessary inspections or testing to analyze the identified problem.

Solution Provision and Reporting:
- Provide solutions, prepare a defect report, and recommend further actions.

Assisting Customer Technicians:
- Assist the customer technician in coordinating their site visit.

Reporting and Feedback:
- Create the site visit report.
- Gather feedback from the customer.

Resource Consumption and Order Confirmation:
- Consume resources (material, manpower, time, etc.) allocated for the service order.
- Confirm the order status in SAP.

Non-Conformity Reporting:
- Reporting Defective Materials:
- Issue a non-conformity report to the purchasing department for defective materials discovered within the warranty period.

Record Maintenance and Reporting:
- Maintain comprehensive records of customer services.

Monthly Reporting:
- Prepare a monthly report summarizing customer services.

Continuous Improvement:
- Provide valuable input for product improvement based on customer complaints and feedback.

Role Accountability

HR Proficiency:
- Training of sub-ordinates and forming a team to get the work effectively.
- Provide leadership, coaching, and direction to subordinates in all aspects of their work.
- Delegate sub-ordinates in each respective assignment.
- Ensures fair distribution of tasks to maintain morale, motivation of subordinates.

Delivery:
- Perform the planned activities to meet the operational and development targets as per delivery schedules.
- Utilize resources effectively to achieve objectives within efficient cost and time.
- Provide a periodic report formatted by detailing the deviation and execution of planned tasks.

Problem-Solving:
- Resolve any related problems arise and escalate any complex operational issues.

Quality:
- Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.

Business Process Improvements:
- Coordinate well-defined written systems, policies, procedures, and seeking automations opportunities as much as possible.

Compliance:
- Comply to related policy and procedures and work instructions.