Job Purpose:

Effectively manage all tasks within the aftersales function at ETT Global and ETT-APAC covering all regions globally with exception to North America.

Duties and Responsibilities:

1.    Event management in CRM System / event management platform

                                               i.     Logging all aftersales events (Installation & commissioning, repairs, MCA/ Services) in events platform

1.    Customer name

2.    Site name

3.    Location

4.    Product serial number and Job number

5.    Nature of event

6.    Date & Time stamp

7.    Nature of intervention required

                                             ii.     Actively track open events on a daily basis

1.    Event status update 

2.    Timeline of parts readiness

3.    Timeline of labour resource readiness

4.    Target timelines to attend to event

5.    Target timeline to complete event

6.    Promised date versus actual completion date

                                            iii.     Closing of events

1.    Uploading of relevant supporting documents in system post event completion;

a.    Customer quote

b.    Scope of work

c.     Customer PO

d.    Invoices for event

e.    Proof of payment

f.      Completed service & test reports

g.    Completed installation & commissioning reports

2.    Event management Liaison

                                               i.     Management of communication between clients and the engineering team

                                             ii.     Engagement with engineering team for;

1.    Assistance with nature of event and recommended solution

2.    Coordinate labour resource availability with engineering team and communicating with client

3.    Labour costs guidelines for interventions

4.    Coordinating parts requirements

5.    Work with supply chain manager for parts pricing

6.    Clear communication of recommended solution to clients

7.    Manage client expectations through event process

3.    Event administration

                                               i.     Compile event quotes for clients

                                             ii.     Coordinate labour rates and timing with engineering team

                                            iii.     Coordinate parts pricing with supply chain manager

                                            iv.     Tracking event quotes with clients

                                             v.     Work with travel agent on technician travel arrangements and timing

                                            vi.     Manage event from quote, PO and payment together with supply chain manager and finance manager

4.    Proactive aftersales management

a.    Analysis customer fleets to ascertain total aftersales parts opportunity

b.    Work with clients to align and agree on critical & service parts requirements

c.     Proactively contact customers for;

                                               i.     Feedback on machine performance to date

                                             ii.     Critical parts requirements

                                            iii.     Service parts requirements

                                            iv.     Arranging of MCA’s (Machine condition assessments)

                                             v.     Follow up on experience with recent events closed

                                            vi.     Work with parts manager for parts quotes

5.    Reporting

a.    Daily event management status update reports

b.    Event timeline tracking reports

c.     Event completion timeline reports

d.    Monthly event reporting

                                               i.     No of events by event category

                                             ii.     Count of event by customer

                                            iii.     Count of event by country

                                            iv.     Count of event by territory 

                                             v.     Count of event by product group

                                            vi.     Count of event by component and sub categories

                                          vii.     Timeline taken to close event

                                         viii.     Quantity and value of parts opportunity by

1.    Customer

2.    Site

3.    Country

4.    Territory

Skills & Experience and attitude Requirement:

-       Previous experience in technical roles (5+ years)

-       Working in a team and with cross territory teams

-       Ability to work in a fast pace environment

-       Must be able to work under pressure

-       Working in a client engagement role and ability to manage delivery expectations

-       Attention to detail and accuracy working with numbers

-       Comfortable working with data and analysis

-       Efficient with MS suit packages

-       Knowledge of working on CRM systems and other equivalent systems.

-       Working with international client base with varied time zones

-       Ability to work after hours as and when required due to varied time zones

-       Demonstrated ability to generate data driven reports on time

-       Deadline driven 

-       Execution focused

-       >5+ Years experience working experience in a high pace working environment

Qualifications 

-       Technical qualification is a must or relevant experience 

-       Diploma or Bachelor’s degree would be an advantage 

-       Additional certificates or qualifications would be an advantage