By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.
Overview of the role:
Work Controller with Brand & MFP related Technical and Commercial Skills
Manage customer incoming calls and update the repair status.
What you will do:-
Description of Accountability:
OA WORK CONTROLLER
Manage Jobs / Customer requests
Log Service delivery requests & Supplies delivery requests
Ensure SLAs in attending calls with least Call Abandon Ratio
Allocation of Jobs taking into consideration geographical routing, Maximize per day per Tech productivity, Meet response time 2 – 4 hours, Assess Load Vs Capacity of Techs
Plan the Preventive Maintenance schedule (based on AMC terms and/or Document volume of the Printers / MFPs)
First Line Support (FLS) - Provide resolution over the phone / email to the Customers for their Printers / MFPs (product features, Scan / Print / Fax issues/Solutions issues)
Awareness of Brand’s Technical data repositories (portal based / local data base Ex. Ribbon) for product features and service-related data
Customer relationship management (key for CS and for service referrals for new machines)
Work in close coordination with Supervisor / Manager and the field teams (technical & delivery crews) for real time / dynamic service support to the customers
Prepare Estimates / Quotes – Awareness of Spare Parts and the replacement articles
Follow up for estimate approvals
Update full cycle of the Jobs in SAP – Notification/Service order/Spare requests/Job update/Invoicing
Co-ordinate with stores for parts / units
Filing of relevant documents.
Co-ordinate with Drivers for the committed deliveries
MIS reports
AV WORK CONTROLLER
Follow up with customer for estimate approval
Update full cycle of the Jobs in SAP – Notification/Service order/Spare requests/Job update/Invoicing
Co-ordinate with stores for parts / units
Prepare Estimates / Quotes – Awareness of Spare Parts and the replacement articles
Allocate the daily incoming jobs to technicians
Follow up with technicians and customers for field appointment and ensure the schedule is attending as per the commitment
Ensure the feedback / schedule changes if any to be updated to the customer in time
Filing of relevant documents.
Co-ordinate with Drivers for the committed deliveries
Follow up and collect the outstanding payment from the customers
Minimum 15 hello calls to the customers and update the report and submit on every Saturday.
Customer complaints very minimal – based on the target
Customer incoming calls to be attended within min rings based on the target
Required Skills to be successful:
Sales Skills
Analytical skills
Customer handling capability
Effective Communication
Interpersonal skills
Problem solving
Great organizational and time management abilities
Strong communication and interpersonal skills.
Business acumen & market understanding
What equips you for the role:
Bachelor Degree with similar sales experience
Minimum 3 – 5 years experience in similar position in inventory management in Consumer Electronics / IT industry
MS Excel, Powerpoint and Outlook knowledge
We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.
Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.
As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.
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