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) to ensure the accuracy of e-optimum and customer notification.
• accountable for maintaining excellent relationships with 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 site safety.
• accountable for the safe working environment.
• responsible for safe working practices and carrying out operations according to maintenance and safety instructions.
• accountable for the execution of service visits (planned maintenance, callouts, and service repairs) respecting the schedule and time limit (callout), quality standards, time allocation, and 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 from his supervisor.
• responsible for keeping the service tooling, van, instruments, etc., safe, maintained, and in good condition.
• contributes to the ongoing improvement of 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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