Job Objective:
Responsible for the providing customer support and services for all post sales activities (i.e. preventive maintenance, fault diagnostic and resolution) to meet established Service Level Agreements (SLAs) in accordance with SAV’s standards and best practices.
Core Responsibilities:
Provide Customer Support for Fault Rectification
· Maintain (includes answering call) Technical Hotline and Technical Support Email during business hours and record information related to requests (open ticket); to obtain sufficient information regarding fault calls from client so as to provide engineers with accurate fault description, facilitating a conducive diagnosis process
· Retrieve information (e.g. equipment list, schematic, photo) and send to Post Sales Team Lead to assign engineer to address customer request and inform customer within 30 mins
· Schedule on-site appointment(s) for Engineer to resolve customer issues (e.g. Engineer involved, appointment details) and inform customer
· To retrieve and provide information to engineers with regards to contract details etc of clients to enable engineer to determine appropriate solution on-site
· Liaise with product suppliers to provide services/parts quotation for maintenance and non-maintenance customers
· Follow up with Post-Sales Team to ensure effective resolution of the request related to faults (from opening to closing of ticket) within the SLA
Provide Quotations for Standard Services Sales and Sales Requests
· Prepare quotation (for repair, labour or consumables e.g. cables, batteries, power supply) for approval by Post Sales Team Lead; If quotation does not fall under guidelines provided to CSO, then escalate to Project Sales.
· Escalate Sales requests (beyond those that can be quoted by CSO; not within their purview) to Sales Lead Admin (once Sales Lead Admin takes over then Sales Lead Admin will be the one closing the loop)
Support Preventive Maintenance
· Retrieve information (equipment list etc) and schedule preventive maintenance for maintenance contract customers
· Retrieve information (e.g. equipment list, schematic, photo) and send to Post Sales Team Lead to assign engineer to conduct preventive maintenance
· Liaise with customer on rooms availability and work with Post Sales Lead to assign engineer
· Provide engineer with information (equipment list) and arrange appointment
Processing of Return Materials Authorisation (RMA)
· Prepare administrative documents and sending out of faulty units to manufacturer service centre
· Follow up with service centre on the repair and collection status thereafter to update customers.
· Update Customer Master Equipment List status and information accordingly
· Tracking and Updating of RMA
Post Sales Inventory Tools
· Ensure all the equipment and tools are properly issued and recorded.
· To raise request accordingly to purchase of running low inventory items
Reports
· To prepare and generate all necessary reports required by Post Sales Team Lead. Not limited to coordinate from various department to retrieve information needed for the reports.
