eZONE - Manager - Customer Service

EZONE was founded with the aim of providing cutting edge solutions broadly classified into Fire Detection & Suppression Systems, Public Address & Voice Evacuation systems, Surveillance Systems, Access Control Devices, Intrusion Alarms, 24hr Central Monitoring Station, and Building Automation Systems.

Special products that we also cater in specific solutions include; Solar Fence, Boom Barriers, Road blockers, Mantraps, Metal Detectors, etc.

With more than 600 implementations and maintenance contracts across the nation, we are proud to be the vendor of choice for the leading lights of India.

We are inviting applications from Service Professionals from Electronic Security Industry for the role of Manager Customer Service, Hyderabad.

Role Summary:

- Responsible for achieving the set targets for Service team members in the respective Region both revenue wise as well as customer satisfaction.

- Enhance the service efficiency, by listing out the Service calls pending as per CRM, prioritize and assign the calls to the team, understand repetitive calls, helping the team from technical front.

- Coordinates with the other teams in meeting the service deliverables within the timelines.

Responsibilities:

Service Delivery, Client satisfaction:

- Responsible to track all the open calls, prioritizeand resolving them with 0 escalations.

- Aim to reduce the repetition of calls due to technical issues and escalate them to supervisor based on the need.

- Prioritizing the service calls and allot them to team members depending on their efficiency levels.

Revenue Generation Service sales, AMC:

- Responsible for service billing, collections by way of spares selling, general of AMC, renewal of existing, third party AMC etc.

- Taking the help of sales team in any closures if required.

Material Management Team Management & Reporting:

- Coordinate with the Inventory planning wrt the expected calls /business set periodical target and passing on the info to the Purchase & Stores team.

- Ensure the acknowledged DCs are turned to Invoices and proper handover to clients thus leading to timely release of payments.

Record Keeping & MIS:

- Ensure the client call logs are updated, and the status of call is closed.

- Maintaining the periodical schedule of AMC, no.of calls open Vs.worked Vs closed/day/ Engineer.

- MIS report on service spares invoices Vs collection.

Qualifications:

- 5+ years' of experience in Field Service and 3+ years of experience in handling team of Field Service Engineers from Electronic Security Industry.

- Excellent written and verbal communication skills.

- Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.