ACCOUNT ASSISTANT-ESSESS

External Job Description

Job Summary

Divisional Service Coordinator to manage onsite engineers, handle spares inventory, and ensure smooth complaint resolution. The candidate will act as the central point of coordination between engineers and other stakeholders, ensuring efficient servicing and minimal downtime for mechanized tools.

Key Responsibilities (KPIs)

1. Complaint Handling & Onsite Support Coordination
• Act as the first point of contact for service engineers regarding customer complaints (Engineers will be reporting to him)
• Coordinate with onsite engineers to ensure timely resolution of complaints.
• Ensure adherence to service SLAs (Service Level Agreements) and response timelines.
•Ensure Open complaints and NPS need to be under control for every region

2. Spare Parts Inventory & Management
• Oversee the spares inventory for the assigned region.
• Ensure timely availability, tracking, and replenishment of spare parts.
• Work with vendors and supply chain teams to manage stock levels.
•Coordinate with Servicing agency for maintaining optimum inventory at engineer level
3. Open and Manage Service centres to handle all the mech tools complaints. 

4. Performance monitoring and documentation
• Oversee engineers’ weekly performance and give regular feedback for improvement.
• Provide training and arrange knowledge-sharing sessions to service engineers.
• Maintain documentation of service reports, common failures, and solutions.

5. Cross-functional Coordination
• Work closely with the OEM service team to escalate unresolved technical issues.
• Coordinate with logistics and warehouse teams for smooth movement of spares.

6. Process Management
• Ensure compliance with company policies, safety guidelines, and service standards.
• Monitor KPIs (Key Performance Indicators) for service efficiency and suggest improvements.
• Maintain and update MIS reports and dashboards for tracking performance.

Required Qualifications & Skills

Technical Qualifications
• B.E. / B.Tech / Diploma in Mechanical, Electrical, or related field.
• 2 - 5 years of experience in a service coordination, technical support, or after-sales role.
• Strong understanding of mechanized tools, pneumatic systems, and servicing processes.

Soft Skills
• Strong problem-solving and troubleshooting abilities.
• Excellent communication and coordination skills.
• Ability to manage multiple stakeholders and work in a fast-paced environment.
• Proficiency in MS Excel, ERP systems, and service management tools.