Customer Relationship Management
• Responsible for customer satisfaction through quality of service and through regular, proactive, and precise on-site communication (callout ETA, job performed, etc).
• Responsible for accurate and real-time back reporting of work performed (at the equipment level) in order to ensure the accuracy of e-Optimum and Customer Notification.
• Accountable for maintaining excellent relationships with the customers, the contact person and end-users present on site, by applying the Ambassador attitude.
• Accountable for equipment safety and performance.
• Accountable for managing the site environment during service operations.
• Accountable for identifying site risks and communicating them to his supervisor.
• Accountable to take immediate action on site in case of high-risk identification and to apply the escalation procedure.
• Accountable for identifying "unplanned" service repairs based on the equipment needs, contacting the on-site contact person, getting his approval if not covered by the contract, and performing them.
Service Operations
• Accountable for the end-users and the site safety.
• Accountable for the safe working environment.
• Responsible for safe working practices and carrying out the operations according to maintenance instructions and safety instructions.
• Accountable for the execution of the service visits (planned maintenance, callouts, and service repairs) respecting the schedule and time limit (callout), the quality standards, the time allocation, and the processes.
• Responsible for effectively planning his workload, in conjunction with the service supervisor.
• Accountable for raising sales leads to his supervisor.
• Accountable for very precise and timely back reporting of the work done according to the process.
• Responsible for submitting time sheets based on the execution.
• Responsible for managing his proximity stock (shelving, inventory, stock transfer, etc.), identifying the spare need, and requesting the spare to his supervisor.
• Responsible for keeping the service tooling, van, instruments, etc. safe, maintained, and in good condition.
• Contributes to the ongoing improvement of the products, methods, and safety by providing feedback to the PCM organization and his supervisor.
Leadership / People Management
• Responsible for regular updates to his supervisor on all relevant information.
• Responsible for being familiar with all aspects of lift and associated technology and accountable for attending the proposed training.
• May be required to give training/coaching to persons nominated by the supervisor.
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