Technical Support and After-sales Services:
- Provide comprehensive after-sales support, including troubleshooting, diagnostics, and maintenance for Excavator, Wheel Loader, Roller, Paver, Milling machine, etc.
- Ensure prompt and effective resolution of technical issues to minimise equipment downtime.
- Conduct regular maintenance and inspections to ensure optimal performance of machinery.
Parts and Training Management:
- Coordinate with the parts team and customer for the supply of spare parts, ensuring availability and timely delivery.
- Provide technical training to customers and internal teams, enhancing their operational and maintenance capabilities.
- Provide technical presentations and product demonstrations to support sales and service campaigns.
Customer Engagement:
- Act as the primary point of contact for customers, maintaining strong relationships through regular meetings and updates.
- Gather feedback to improve service quality and address customer concerns effectively.
- Provide technical documents, parts manual, operation manuals through the manufacturer's database.
Documentation, Reporting, and Analysis:
- Maintain detailed service records and prepare technical reports for internal and customer review.
- Prepare warranty application and its FSR, FIR, TSI, etc.
- Provide regular updates and reports to management and the principal team on service activities, customer feedback, and key performance metrics.
- Follow the instructions given by the principal on service standards.
Compliance and Continuous Improvement:
- Ensure adherence to company policies, safety regulations, and principal standards.
- Participate in the development and implementation of best practices to improve service efficiency and customer satisfaction.