• Business Administration • Electrical engineering • Management • Marketing • Other
8th Oct 2017
Supervises Service Technicians and/or Service Team Leaders.
Coordinates and schedules Technician work schedules.
Communicates repair plans to Technicians aligned with customer quotes.
Monitors Technician productivity and repair quality.
Provides coaching and feedback to individual Service Technicians and/or Service Team Leaders.
Provides performance reviews and opportunities for professional growth.
Provides first level of support to Service Technicians requiring assistance.
Escalates technical support needs for resolution when needed.
Manages service logistics including use of materials, equipment, and employees ensuring safety, quality, and efficient operations.
Develop and/or reviews quotes for accuracy prior to communication to customers.
Provides updates on repair status and any plan or schedule changes.
Participates in continuous improvement activities by reviewing, changing and improving processes in line with changing customer expectations/organizational goals.
Monitors the status of open repairs with technicians.
Addresses issues that impact completion of the repair plan in the time quoted to customers.
Monitors goals and targets for the branch.
Measures, reviews, and maintains superior customer satisfaction levels.
Resolves customer concerns related to Cummins or distributor warranties.
Develops strong relationships with key customers through frequent and professional communication.
Channel Repair Process - QuickServe - Able to lead others in executing the QuickServe process. Demonstrate improvements using the QuickServe Customer Meter/Net Promoter Score data. Able to identify correlation between key service performance indicators and QuickServe Customer Meter to determine how well the process is being executed.
Service Cross Functional Knowledge - Basic understanding of the service processes, both retail and service support. Experience with the tools of service such as diagnostic procedures, technical support, and reliability improvement. User should have experience in field investigation of product failure. User should understand diagnostic procedures and how our product is serviced in the field.
Communication - Written and Verbal - Is able to effectively and clearly communicate in both written and verbal means.
Analyze Issues - Understanding of how to analyze issues. Demonstrates use of analysis skills to learn and analyze information in a timely way. Applies accurate logic in solving problems.
Manage Execution - Solid understanding of how to manage execution. Manages the performance of self and others through the use of structured tools. Delegates effectively and regularly with solid support and follow through. Uses defined processes to manage execution.
Claims Management System - Awareness of the Claims Management Systems. Also has some knowledge of Cummins products and their respective warranty coverage's. Familiarization with the Warranty Administration Manual, campaigns, Temporary Repair Practices, and warranty alerts.
Focus on Customer Needs - Familiar with key Cummins customers. Knowledge would include business strategies, organizational structures, geographic footprints, financial results, internal processes, and primary needs for effective segmentation.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases