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Service Manager South

5.00 to 7.00 Years   Hyderabad   12 Jul, 2019
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryMerchant Navy
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

Major Deliverables To enhance Customer Services in terms of QRC for non-relationship logos with pre-defined service matrix. Customer complaint Index reduction (CCI) Mean Time Taken to Resolve (MTTR) improvmeent Service Level Adherence (SLA - for WLS) enhancement REPEAT Complaint reduction Promotion of iManage Adoption Essential Attributes

  • Open dockets Review
  • Previous day Repeat analysis
  • Customer update on carry forwad case
  • Level1 Escalations
  • Follow up with respective teams for open cases
  • High Revenue/Key Customer Visits
  • Out of SLA cases review for RCA
  • Service improvement plans
  • Internal Reports & Analysis based on KPIs
  • High Utilization / No Alarm / Customer end issue
  • SLT Escalations & RCA/Follow-ups
  • Customer visits (as & when required)
  • Interlock with different teams for service level improvements
  • Monthly review with respective Corss fuctional team for improvement plan
  • Internlock with Business Team
  • Followup/drive the usage of iMange for raising service SR
,

Keyskills :
salescustomerservicewarrantysparepartsserviceleveladherenceservicelevelserviceimprovementslarcaqrclogoimanagebusinessanalysisadherenceinterlockutilizationServiceImplementationkshopServiceI

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