Support & Installation Executive - Reputed Printing & Packaging Industry - North & South, India - Upto 2.4 LPA - Preeti - 7208017778 -

JOB DETAILS

1. Provide telephonic support / Re-direct complex queries to Support mail.

2. Co-ordinate with support department regarding resolution of client queries.

3. Take updates from clients after the query resolution.

4. Planning for Final Training / Support visit.

5. Conduct training at client-side / Online training / Installation.

6. Conduct support visits.

7. Coordinate with sales department regarding post-installation client requirements (Specific documents, list of spares & consumables etc.)

8. Prepare / Edit / Update machine's supporting documents - PPT'S / EXCEL SHEETS / MAIL TEMPLATES

9.Meeting with Support department regarding current status of issues and next planning

10. Bi-Weekly meeting with QC & Operations department regarding issues faced during installation

11. Review performance of client through mail / images and dispatch respective certificates.

12. Coordinate with Sales department regarding any upcoming Training and Re-trainings.

13. Prepare a tentative timetable of visits for upcoming installation / Support visit

14. Diagnose root causes of problems faced by clients and document the same thoroughly via pic, videos and update the Pro-Active documents, manuals accordingly.

15. Monthly meeting with Operations team regarding upgradations in Machines, make necessary changes in respective machine manuals.

16. Preparing installation DRM.

17. Maintain a thorough record of visits and respective expenses.

18. Maintain ISO Documentation

19. Provide phone support for Global customers

20. All customer queries received on email must be replied to within 24 hours

21. Responsible to deliver high-quality, customer-driven, support service resolving customer inquiries at the first point of call or over the internet wherever possible.

22. Diagnose & resolve technical hardware & software issue involving internet connectivity emails clients team viewer & more.

23.Research required information using available resource.

24. coordination with sales team for aftersales requirements ( AMC / spares / new machines)

25. Gather customer information & determine the issue by evaluating & analyzing the symptoms.

26. Interact with customer to provide the process information in response to inquiries, concern, and request about products and services

27. To Monthly complaint report (DRM) to share with department head.

28. Complaint analysis and details report & action review

29. Yearly departmental report and action review and targets for next year

FUNCTIONAL AREA

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