Caspian Management Services LLP
Location
Kannur | India
Job description
Response to consumers/customers within one hour of complaint registration.
For Indoor Consumers / Dealers, ensure to issue the service receipt through ERP get the signature by the customer on the customer copy, and keep the TechZone Copy at TechZone. In case of power / computer failure, a Manual job sheet can be issued which is to be updated in the ERP Service receipt whenever the power is back / computer is fixed.
Attend Landline and Mobile calls and address the complaints / enquiries within 5 rings.
Assigning calls to technicians on rotation basis of long-distance (upcountry) and short distance (local) throughout all workdays that are based on technician availability and spare availability. Post the assigned calls list in the SE Whatsapp group and track the call status.
Loan spare to Service Engineers based on the complaint and update the loan details in ERP and issue loan book sheet to Service Engineers and get it signed by SEs and BSI.
Check BOM list for spare part number confirmation.
Refer Service Guidelines in order to provide impeccable service delivery to consumer.
Monitor open complaint status and update ERP service logs with Job sheet number and edit the product details (Serial Number, Model, DOP, Batch) as actual and put proper remarks and pending reason in service log.
Open Call Remarks to be updated with Remarks and Action Plans and reviewed with Service Engineers and Area Service Coordinators between 10 30 am and 11 30 am.
Yesterday's registered calls to be reviewed today with BSI and ASCs to deliver 0 to1 day 90% TAT.
The updated Remarks and Action Plans of open call reports to be sent to Area Service Coordinators by 12 noon every day.
Fill up the Job sheet for every case and keep the Techzone copy at TechZone, issue consumer copy to consumer and send Head Office Copy to Head Office on time and submit the same to superiors on demand.
Return the completed Job sheets to Stock Point.
Select proper failure codes and put exact remarks regarding the complaint and service done for complaint resolution while closing the cases in ERP.
Select the closing type as follows:
Service Only: Product's complaint is resolved without using spares like software update, Settings adjust, cleaning product / spares, Fix loose contacts etc.
Spare parts replaced: Product's complaint is resolved by replacing the defective spare with a new one.
Dry Corrected: Rectified the dry solders of the PCBs. The area of rectification should be specified in remarks after image verification. The images to be kept separately and to be submitted on demand.
Demo given: Product features demonstration during Installation for Installation applicable products. It should not be accounted as Service Calls.
TechZone Replacement: The product is replaced with new one after tagging. The new and defective products are delivered through TZ.
Trade replacement: The product is replaced with new one after tagging. The new and defective products are delivered through dealer / distributor.
Out warranty Exchange: An Out-warranty product is replaced with new one by collecting the payment from the customer. The new and defective products are delivered through TZ.
In Warranty Upgradation: An In-warranty product is replaced with new one by collecting the payment from the customer. The new and defective products are delivered through TZ.
Inspection Charge Collected: A chargeable service is denied from customer after visiting the customer location or after the product complaint is rectified at Indoor. Any new spares used for service will be returned from the product and the product will be returned in produced condition. An Inspection charge will be collected from the customer based on the product.
Job tags
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