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  • Service Support Engineer

Industry Other
Location Karnataka Bangalore
Experience Range 3 - 5 Years
Qualification Graduate Basic Training Course (G.B.T.C)
Open

Functional Any Other
Job Description
About Us
“Quess IT Staffing is India’s largest IT staffing company with over 20 years of experience in staffing IT professionals in 300+ companies across levels and skillsets. Our 10,000+ associates deployed in 80+ cities and towns are proficient in over 500 technological skills. Our associates help enable cutting edge solutions some of the biggest names across industried. Quess IT Staffing is a division of Quess Corp Limited, India’s leading business services provider and largest domestic private sector employer. Quess Corp Limited is - ‘A Great Place to Work’ certified – a testament to our excellent culture, people, and processes.”
About Company
https://itstaffing.quesscorp.com/
Roles and Responsibility

Job Title: Service Support Engineer

Experience: 3 to 5 Years

Notice Period: Immediate to 15 days

Location: Bangalore

JD:

Key Responsibilities:

·       Ensures timely and accurate execution in solving warranty related complaints through optimal deployment of Field Support teams and maintaining optimum communication with the customers.

·       Adequate use of third party network to fulfil field service activities and guarantee related activities.

·       Manages team of Field Service Technicians (functional) and ensures development of high level of functional and behavioural capabilities of Field Service.

·       Improves functional excellence of customer complaint resolution in the market to ensure service efficiency and cost-effectiveness.

·       Analyses and identified root causes of failures and works closely with right stakeholders to drive corrective and preventive actions.

·       Manages the service cost.

·       Ensures voice of the customer is fed back in the value chain to improve products, processes, and services.

·       Regular connect with Customer to capture their feedback related to their experience and expectations with Products & drive improvements basis the feedback.

·       Close coordination/connect with regional service/sales team on Customer issues/escalations.

·       Offer best possible solution to any customer escalation as per organization policy.

·       Close connect with backend Call centre team on Customer feedback captured in CRM against complain or service requests.

 

KPI

·       Customer NPS and Transactional NPS: Customer Services (B2C)

·       Warranty Service delivery TAT (turnaround time)

·       First response to Customer query or complaint

·       First time resolution on-site

·       HSE compliance & improvement on site

·       CoNQ for Consumer Business

·       Service Delivery Cost

·       Escalation management

·       Network expansion according to sales strategy.

·       Good/defective spare planning and tracking.

·       Root cause analysis of defects being reported in field.

·       Service Partner management.

 

Key Skills/Competencies:

Job Requirements:

·       B.E/B.Tech with minimum 3 years of relevant work experience

·       Knowledge of Lighting Products and solutions for Consumer & OEM business.

·       Field Service management

·       Customer Support Process Management

·       Customer Relationship Management

·       High Customer Orientation and Centricity

·       Team and third party service provider management.

·       Motivator and Good Training Skills

·       Analytical and Problem-Solving skills.

·       Knowledge of SAP will be added advantage

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