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Job ID :
Location :
India - Mumbai
Job Description

Job Description

  • Responsible for After Sales – Service Management and Channel Service for Lab Water Systems.
  • Managing Installation, Planning and Qualification of Systems through Channel Service.
  • Qualification, Validation and Documentation Support to direct customers as well through Channel service.
  • Escalation of Technical Issues & feedback on quality issues to BU.
  • Meeting & exceeding Set Targets and KPI for Service Revenue for Lab Water Systems.
  • Managing and Assisting Channel Partners in Pre Sales / Technical & Service issues.
  • Organizing Service Training for channel FSE team.
  • Maintain Technical Information, Manuals, Service Tools, Test Equipment & Calibration Tools.
  • Cost-effective implementation of business processes & in house resources.
  • Providing Technical Support for Smart-Vue Wireless Monitoring Systems including validation, certification and online remote support.

Channel Management

  • Weekly review and monitoring of Service Calls jointly with Channel.
  • Monitoring CAS feedback for calls related to lab water systems.
  • Sharing the CAS data with channel service on a quarterly basis.
  • Highlighting the areas of improvements needed to be done by the channel for improving service deliverables and CAS feedback.
  • Weekly discussion on open cases with Channel Partner Service Head.
  • Organising Service Training programs for channel service team.
  • Joint visits to customer site for critical cases and key/focus accounts.
  • Advising the channel to stocking for essential spares and consumables stock.
  • Having Quarterly service review with Channel Management along with GM Service, GM Sales and BDM-WPS for highlighting the service performance and improvements needed.

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