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UpMan Placements Private Limited
AGM – After Sales Service
UpMan Placements Private Limited · posted 23 days ago
Navi Mumbaiafter sales service
About the role
JOB DESCRIPTION
| Company Name: | Gemini Power Hydraulics Private Limited |
| About Company: | Since the past 30 years we are in the business of providing a "WOW" experience to those who are looking for technologically advanced, high quality first world manufactured work saving tooling products that adhere to Industry standards and specifications, that are Enabled by local engineering and Pan India maintenance/ onsite services. |
| Company URL: | https://geminipowerhydraulics.com/ |
| LinkedIn: | https://www.linkedin.com/company/geminipowerhydraulics/ |
Position Information:
| Job Title: | AGM – After Sales Service |
| Department: | SpaSer |
| Reporting To: | CEO |
| Reportee(s): | Service Team |
| Location: | GEMA |
| Basic Qualification: | Graduate (Engineer) |
| Experience: | Min 10 years |
Job Purpose:
Heading the function of After Sales Services by monitoring & guiding team of service engineers & technicians to ensure maximization of revenue & client satisfaction while maintaining optimum timelines & costs.
Key Responsibilities:
Accountable & Responsible for:
- Generating New Leads & Follow up on the same for New Revenue Generation opportunities in AMC & Spares Business
- Ensuring adherence to discipline of functional reports & work timelines
- Ensuring highlighting deviations if any to management at the earliest
- Minimizing accidents & incidents by adherence/ awareness of safety norms
- Improving Team member performance by regular reviews of Team Members vis-a-vis performance, skills & behavioral requirements of Gemini
- Customer Satisfaction Index
- Parts operations
Accountable for:
- Ensure commissioning of machines & provide training as per purchase order
- Ensuring payment is received as per agreed terms before service execution
- Pre delivery inspection of the machine as per customer PO and ensuring the proper functions of the machine before dispatch to customer.
- Pre inspection of spares received from OEM / quality check of spares by technical engineer at our works & ensuring to dispatch at correct site & concerned person.
- Attend under warranty machines breakdown within 2 days of complaints received
- Design a quarterly visit calendar aligning to the AMCs maintenance & part-fitment for every geographic area.
- Ensure completion of service of the material within 1 week of receipt of spares & inform commercial team on day of completion
- Ensure Quotations (for spares & services) are submitted to customer within 2 days of need identification for AMC Customers/ Non-AMC Customer
- Ensure that all customer complaints are closed within 10 days for minor complaints without spares & within 1 month for major complaint, with spares
- Ensure that all planned visits are attended and completed satisfactorily & service reports are submitted in Salesforce on Daily basis
- Inspection & quotation making within 4 working days after receipt of material at warehouse
- Update weekly/ Monthly calendars for handling chargeable breakdown & commissioning requests
- Arrange for transportation of machine & any additional fitments as required in customer PO
- Process the warranty claims/ labor claims with OEMs within 2 days
Functional Competencies:
| Competency | Competency Indicator |
|---|---|
| Technical Skills - Electrical Tools | Identifying new electrical technologies for efficient performance of circuits |
| Technical Skills – Hydraulic Tools | Identifying new hydraulic technologies for efficient performance of circuits |
| Troubleshooting Skills | Ability to monitor and control the vendor performance to ensure optimum product performance |
| Software Skills | Ability to use advanced diagnostics tools; Ability to train the team on CRM software |
| MIS Reports | Design & Analyze of MIS for discussion with Management |
| Schematic Skills | Ability to understand & train the team on new development of schematics |
| Planning & Scheduling | Review and implement the corrective measures for optimum execution of business plan |
| Commercial Orientation | Ability to qualify any commercial term deviation and recommend any revision |
| Market Knowledge | Ability to analyze competitor performance and recommend action points in the business plans |
| Vendor Management | Ability to qualify the vendors and cost management |
| Cost Management & Control | Design & Analysis of budget v/s actual costing; Identifying the corrective measures for cost control |
Behavioral Competencies:
| Competency | Behavioral Indicator |
|---|---|
| Attention to Details | Identifies discrepancies or inconsistencies and analyses work in detail to identify cause for discrepancy |
| Communication Skills | Communicates in an assertive manner (not arrogantly) |
| Continuous Learning / Quest for Knowledge | The ability to learn continuously and quickly under all circumstances and situations; Willingness to experiment and continuously acquire new knowledge and skills through multiple methods like reading / experiences / reflection / feedback etc and apply them to first time situations or unfamiliar tasks |
| Planning & Execution | Review and monitor to ensure work is performed accurately and completely. |
| Readiness to Change | Effectively change plans, goals, actions, or priorities to deal with changing situations; Be flexible towards work approach to guard the larger interest of company goals; Be open to considering new ways of doing things |
| Team Management Skills | Collaborates with other team members and puts in best effort to meet timelines of task; Gives credit to individuals & acknowledges contribution of others; Provides support with resources & ideas to team members, wherever required; Work through conflict constructively and Build toward consensus. |
| Creativity & Innovation | Offers new and different options to solve problems or meet client needs; Promotes and persuades others to consider new ideas |
| Leadership | Serves as a role model that other people want to follow; Is proactive in developing strategies to accomplish objectives; Anticipates and resolves conflicts by pursuing mutually agreeable solutions; Drives for change and improvement, does not accept the status quo; Shows the courage to take unpopular stands / decisions beneficial at large to the organization |
| Negotiation Skills | Generates multiple alternatives to a problem to meet the needs of other stakeholders; Works to achieve win-win outcomes that others can accept; Appropriately recommends settlement strategies to arrive at a mutually beneficial closure |
| Networking Skills | Is Observant and open minded towards other people; Builds and maintains effective and constructive working relationships, partnerships or networks of contacts with people who are, or might someday be, instrumental in achieving work-related goals |