Job Description
Overview of the role:
Work Controller with Brand & MFP related Technical and Commercial Skills
Manage customer incoming calls and update the repair status.
What you will do:-
Description of Accountability:
OA WORK CONTROLLER
- Manage Jobs / Customer requests
- Log Service delivery requests & Supplies delivery requests
- Ensure SLAs in attending calls with least Call Abandon Ratio
- Allocation of Jobs taking into consideration geographical routing, Maximize per day per Tech productivity, Meet response time 2 – 4 hours, Assess Load Vs Capacity of Techs
- Plan the Preventive Maintenance schedule (based on AMC terms and/or Document volume of the Printers / MFPs)
- First Line Support (FLS) - Provide resolution over the phone / email to the Customers for their Printers / MFPs (product features, Scan / Print / Fax issues/Solutions issues)
- Awareness of Brand’s Technical data repositories (portal based / local data base Ex. Ribbon) for product features and service-related data
- Customer relationship management (key for CS and for service referrals for new machines)
- Work in close coordination with Supervisor / Manager and the field teams (technical & delivery crews) for real time / dynamic service support to the customers
- Prepare Estimates / Quotes – Awareness of Spare Parts and the replacement articles
- Follow up for estimate approvals
- Update full cycle of the Jobs in SAP – Notification/Service order/Spare requests/Job update/Invoicing
- Co-ordinate with stores for parts / units
- Filing of relevant documents.
- Co-ordinate with Drivers for the committed deliveries
- MIS reports
AV WORK CONTROLLER
- Follow up with customer for estimate approval
- Update full cycle of the Jobs in SAP – Notification/Service order/Spare requests/Job update/Invoicing
- Co-ordinate with stores for parts / units
- Prepare Estimates / Quotes – Awareness of Spare Parts and the replacement articles
- Allocate the daily incoming jobs to technicians
- Follow up with technicians and customers for field appointment and ensure the schedule is attending as per the commitment
- Ensure the feedback / schedule changes if any to be updated to the customer in time
- Filing of relevant documents.
- Co-ordinate with Drivers for the committed deliveries
- Follow up and collect the outstanding payment from the customers
- Minimum 15 hello calls to the customers and update the report and submit on every Saturday.
- Customer complaints very minimal – based on the target
- Customer incoming calls to be attended within min rings based on the target
Skills
Required Skills to be successful:
- Sales Skills
- Analytical skills
- Customer handling capability
- Effective Communication
- Interpersonal skills
- Problem solving
- Great organizational and time management abilities
- Strong communication and interpersonal skills.
- Business acumen & market understanding
What equips you for the role:
- Bachelor Degree with similar sales experience
- Minimum 3 – 5 years experience in similar position in inventory management in Consumer Electronics / IT industry
- MS Excel, Powerpoint and Outlook knowledge
Job Details
- Job Location
- Dubai United Arab Emirates
- Company Industry
- Retail & Wholesale
- Company Type
- Employer (Private Sector)
- Job Role
- Customer Service and Call Center
- Employment Type
- Full Time Employee
- Monthly Salary Range
- Unspecified
- Number of Vacancies
- 1
