Service Executive

JOB RESPONSIBILITIES : 

1. 24×7 Service Call Management: Receive, prioritize, and coordinate customer service and breakdown calls based on urgency and machine downtime.
2. Technician Planning: Plan daily technician schedules and allocate resources for breakdowns, servicing, preventive maintenance, installations, commissioning, and machine shifting.
3. Customer Management: Handle Indian and international customers, resolve queries and complaints, provide updates, and maintain strong customer relationships.
4. Spare Parts & Material Coordination: Coordinate spare-part requirements, quotations, approvals, availability, and dispatch with customers and internal departments.
5. International Customer Coordination: Manage overseas customer meetings, service requirements, technical issues, spare parts, installations, and follow-ups.
6. Quotation & Commercial Management: Monitor service, AMC, spare-part, installation, and commissioning quotations; follow up for approvals and negotiate within company guidelines.
7. Technical Support: Assist technicians with technical issues and coordinate with senior engineers, management, suppliers, and manufacturers for complex problems.
8. Technician Administration: Approve OT/OD, verify expenses, and monitor technician productivity, discipline, performance, and work quality.
9. AMC & Preventive Maintenance: Plan AMC and preventive maintenance schedules, track renewals, and ensure services are completed on time.
10. Reporting & Documentation: Review service reports, monitor pending jobs, maintain documentation, and provide management with regular updates.
11. Overall Service Department Management: Ensure smooth coordination with Sales, Purchase, Stores, Accounts, Production, and Management while improving service response time, team efficiency, processes, and customer satisfaction. Team Management & Training: Manage the service team and provide training and guidance to employees and engineers.
12. In short: The position involves overall responsibility for service operations, customer satisfaction, technician management, commercial coordination, technical support, AMC/maintenance activities, and continuous improvement of the Service Department.