Job Objective:
Provide customer support and services for all post-sales activities (preventive maintenance, fault diagnostics, and resolution) in line with established Service Level Agreements (SLAs) and SAV standards.
Core Responsibilities:
Customer Support for Fault Rectification:
- Maintain the Technical Hotline and Support Email during business hours, recording requests and opening tickets.
- Gather detailed information on faults to aid engineers in diagnosis.
- Retrieve necessary information (equipment lists, schematics, photos) for the Post Sales Team Lead to assign engineers within 30 minutes.
- Schedule on-site appointments for engineers and communicate details to customers.
- Liaise with product suppliers for services and parts quotations.
- Follow up with the Post Sales Team to ensure requests are resolved within SLA.
Quotations for Standard Services:
- Prepare and submit repair and consumables quotations for approval; escalate non-standard requests to Project Sales.
- Escalate sales requests beyond CSO’s purview to the Sales Lead Admin.
Support Preventive Maintenance:
- Schedule preventive maintenance for contract customers and coordinate engineer assignments.
- Communicate with customers about room availability and provide engineers with necessary information.
Return Materials Authorization (RMA):
- Prepare documents and manage the return of faulty units to manufacturers.
- Follow up on repair status and update customers.
- Maintain the Customer Master Equipment List.
Post Sales Inventory Tools:
- Ensure proper issuance and recording of equipment and tools.
- Raise purchase requests for low inventory items.
Reports:
- Prepare and generate necessary reports for the Post Sales Team Lead, coordinating with various departments to gather required information.
