Service Planner - CTS (Central North)

Your role

•    Operational Support:
•    Maintaining database of ESN and OR-OI list received form equipment sales division
•    Sending pre-commissioning guideline based on equipment sales information received from equipment sales division.
•    CSI creation in SAP by collecting all document along with GST certificate from customer directly or through dealer
•    Creation and shifting equipment in SAP by collecting and providing all data
•    Coordinating with Product Manger to create new part number in SAP
•    ECB parts + Labour job booking and communicating to Team Leader for forward planning
•    Review of Service Contract after getting from CTS sales. Discuss with Team Leader and add  contract into the system.
•    Regular review of upcoming visits and helping team leader to make forward plan.
IN ORDER TO ensure timely service support towards customer complying the planning process.
 
•    Customer Value:
•    Improve customer response through effective coordination and communication
•    Understand and resolve customer concerns by coordinating with Team Leader and Zonal Manager.
•    Escalation at an appropriate level to resolve the customer concern.

IN ORDER TO ensure customer satisfaction and improve NPS
 
•    Warranty failure support:
•    Warranty parts booking against approved ROC in DREAMS and direct ROC database.
•    Keep regular track and follow-up with logistics till delivery of the ROC material to customer.
•    Regular update to customer about the status of the parts
•    Communicate to Dealer and Team Leader for deputation of FSE to close the warranty call once parts delivered at site against ROC.
•    Monitor ROC database and coordinate with TL, FSE and Dealer for timely closure of the ROC in ROC database.
•    Claim registering, Preparation of necessary RMA and delivery challan and coordinate for sending back parts.
•    All priority -I and Priority –II ECB  must be booked and monitored for timely execution.
 
IN ORDER TO reduce mean time to repair (MTTR) improve response time
 
•    Scheduling:
•    Closing of chargeable jobs in E-Pad.
•     Creation of service invoices and sending the same to customer and maintain record.
•    All STP orders must be booked and executed before its due dates.

 IN ORDER TO improve operational efficiency and customer satisfaction
 
•    Dealer development:
•    Monitoring distributors Service Operations KPIs through DREAMS database
•    Periodical review with dealer and take appropriate action.
•    Training for dealer’s service coordinators and new service engineer on DREAMS usage
•    Dealer database management through DREAMS and ensure correctness of the master data
•    Smartlink assignment, connection and registration of indirect account – training, awareness creation and review
•    Compliance with Corporate Guidelines:
•    Follow in letter and spirit the Atlas Copco Vision, Mission and core values.
•    Comply with the Atlas Copco Business Code of Conduct
•    Comply with the policies and procedures communicated from time to time
•    Comply with the Safety, Health and Environment (SEH) norms defined by the organization
•    Perform any other tasks given by supervisor from time to time
IN ORDER TO enrich the Corporate Culture

To succeed, you will need

Experience Requirements

3-5 years relevant experience on administration and customer handling

Knowledge / Educational requirements

Graduate in any field. Degree or diploma in Engineering.

Good understanding of Service operations and importance of customer satisfaction

Personality requirements

Excellent communication and Interpersonal skills.

Good temperament. Committed team player.

High levels of energy and drive.

Accountability & Customer Focus.

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location

On-Site
This role requires you to work on-site at our office in Nagpur, India. You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.