Tâches à exécute

RESPONSABILITE

 1.Manage team of services planners, coodinators, drivers if applicable.

2. Primary contact for customers who requires service or repair, field or whorkshop, responds to customer inquiries,requests, and compaints related to technical services in a timely manner working whith other members of after sales department to increase customer satisfaction and minimise repairs and services lead time.

3.plan organise and coordinate customers support interventions in collaboration whith whorkshop and site supervisors,parts &services sales department, warranty administration for internal and external customers.

4.Coordinate interdepartmental collaboration for efficient and timely response customer request and ensure the necessary routines are in place for timely services distribution and efficient organization.

5.Ensure designated technicians are properly equipped(transport,safety,tools,documents)to be able to realise given on-site services.

6.Ensure after-intervention service actions follow-up and communication whith customer.

7.Maintians and promotes outstanding customer relations and deals whith customer issues in a professional and timely manner, whith a high sense of urgency in a quality-focused teamwork environment.

8.Develops plans for the efficient use of materials,equipment and employees whithin the team.

9.Discipline of members of the team in charge.

1.Receiving customers’ needs and requests, communicate and initiate actions by corresponded aftersales sub-department(whorksgop,parts,counter,warranty,admin..) or transfer to other company departments for action.

2.Daily, weekly,monthly interventions planning in collaboration with whorkshop and site supervisors, CSA Responsible.

3.Work orders creation through the system(LDS) and dispatch prior to technicians departure for services.

4.Part of Daily dispatch meeting of services interventions.

5.Requisition for drivers and technicians expenses.

6.Organize and prepare designated technicians have,as necessary, vehicle, fuel,documents and other marerial and tools for timely departure and efficient intervention.

7.Communication with customer in order to arrange for customers sites access and other procedures as required.

8.Constant follow-up and progress control: technical teams position,works progress, logistic and transport issue, parts/tools/consumables necessary to fulfil intervention.

9.Communication with customer and management giving feedback and reports.

10. After-intervention follow-up and communication with customer on necessary service actions.

11.Do service quotations for service actions initiated following technical reports and communicate with customer and follow-up for feedback.

12.Visits customer as necessary in order to resolve any outstanding issues and to gather necessary market feedback.

13.Supporting finance/Administration for recovery by sharing information on customer account status in SAV system and communicating with customer maintenance team accordingly.

14.Purchase administration,paperwork and register maintain for local purchase of PPI,workshop consumables,company running assets(LV &trucks,gensets,forklifts,compressors) spare parts and repairs;fuel cards control.

15.Responsible for workshop non-allocated LV fleet conditions including related road worthiness  (technical conditions, on-board equipment and documents, cleanliness and presentability).

16.Communicate and report all functional anomalies with services Manager,Aftersales,Director,Administrative Department;IT &Energy Responsible;

KPI &MESURES

1.Degree of sastisfaction as expressed by internal and external customers.

2.100% of technical interventions have open work order before works started.

3.100% of all periodic maintenance services will be completed by their”due dates” with max 100% tolerance rare (+/-25 hours for 250 hours service).

4. All Services quotes are provided to customer within 48 hours from customer’s or action service notification.

5.All technicians will be ready to leave for the job with proper tooling and parts within maximum 1 hours after assignment and dispatch meeting to perform necessary repairs.

6.Performance of the other responsibilities as set forth in this job description and the aftersales department profitability.