SO
Job Description
Roles and Responsibilities:
Customer Support & Relationship Management:
- Maintain long-term relationships with customers to ensure service contracts are fulfilled.
- Handle customer inquiries, complaints, and ensure timely resolutions.
Service Operations Management:
- Plan and supervise maintenance and repair services for bearings and related equipment.
- Ensure adherence to preventive maintenance schedules and troubleshoot complex issues.
- Manage field service teams and monitor performance.
Technical Expertise & Training:
- Provide technical support to customers and internal teams regarding product installation, troubleshooting, and upgrades.
- Train service technicians and customers on the proper handling and maintenance of bearings.
Inventory and Spare Parts Management:
- Coordinate with supply chain teams to maintain adequate stock of spare parts and accessories.
- Forecast demand for replacement bearings and ensure availability.
Compliance & Safety:
- Ensure compliance with industry standards (e.g., ISO 9001, safety protocols).
- Monitor service activities to meet safety guidelines and company policies.
Sales & Business Development Support:
- Assist sales teams by providing after-sales support and identifying new service opportunities.
- Develop service contracts and proposals tailored to client needs.
Data Management & Reporting:
- Analyze service data to identify trends and areas for improvement.
- Provide periodic reports to management on service performance, costs, and KPIs.
Required Skills:
- Technical knowledge of bearings, rotating equipment, and mechanical systems.
- Leadership and team management to oversee service technicians and engineers.
- Customer service orientation with excellent communication and problem-solving abilities.
- Project management skills to manage timelines and service schedules efficiently.
- Knowledge of ERP/CRM systems and field service management tools