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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.
