lever
Service & Hardware Support Specialist
Coates Group
Silvassa, IND
Full-time
Senior
Hybrid
Discovered 3 weeks ago
Microsoft ExcelSalesforce
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- Establish and expand local service support networks across key states and locations in line with business requirements.
- Develop and implement support standards and processes to improve service effectiveness and customer experience.
- Deliver training and capability development initiatives across the service support network and service teams.
- Coordinate, manage and attend service activities and customer support requirements as needed.
- Deliver service outcomes within agreed turnaround times (TAT) and customer commitments.
- Manage service documentation and reporting, including service call logs, weekly updates, warranty records and materials tracking.
- Monitor service performance and support continuous improvement initiatives.
- Develop and implement Annual Maintenance Contract (AMC) models for the India market.
- Support forecasting and revenue projections associated with service offerings.
- Identify and drive additional revenue opportunities through out-of-warranty component sales and services.
- Develop and maintain strong working relationships with customer project teams and internal stakeholders.
- Partner with production teams to support ongoing availability of replacement components.
- Drive positive customer outcomes and contribute to strong customer satisfaction and QBR results.
- Demonstrated technical knowledge of electrical and electronic equipment, materials, manufacturing processes and industrial machinery.
- Experience supporting post-sales service delivery, troubleshooting and customer support activities within a technical or operational environment.
- Strong capability in planning, coordinating and executing multiple workstreams, with sound problem-solving and critical thinking skills.
- Ability to interpret and apply technical standards, operating procedures and service requirements to support service outcomes.
- Proficiency in Microsoft Excel and confidence working with operational reports, service data and performance tracking. Salesforce experience desirable.
- Strong written and verbal communication skills in English and local language(s); understanding of South Indian languages is advantageous .
- Demonstrated ability to build effective working relationships across customers, suppliers and cross-functional internal teams.
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