Jeevitha H Email & Phone Number

Bengaluru Area, India

The purpose of the Field service event management (FSEM) is to monitor and track calls in the Service Request Management System (SRMS) to ensure Service Level Agreements (SLA’s) are met or exceeded. Coordinate support operations to ensure a high level of customer satisfaction and the provision of high quality customer service. The FSEMs will be accountable for SLA achievement for the defined geographic domain.Roles and responsibilities• Responsible in to assign the tech when the ticket is logged- Responsible to manage the tickets when it’s logged- Assigning tickets to the technicians-identifying right job (skill-set) to the right technician depending upon the geography & account Specific.• Working on the Reports (Daily, Weekly & Monthly reports) to ensure that account to achieve monthly targets.• Monitor onsite service calls to completion.• Ensure SLAs are met. • Constantly interact with field technicians to resolve their issues.• Apply company policies and procedures required to deliver high quality services to clients.• Analyze recurring issues and implement corrective action plans. • Identify potential SLA misses and escalate them according to the defined procedure.• Work closely with RM’s, CSM’s, SDM’s to identify the gaps and improve the process efficiency- Blocking calendar schedules /events/vacation/Installation of the technicians & CSM'S.• Conference calls meeting with the stake holders -regard to the development /projects & improvement in terms of the account• Responsible for the SLA, Productivity, & Utilization metrics for the assigned account.

Bangalore

APJ physical claim as the name very subtly suggests is a claim made by the Channel Partner when the physical attributes of the product does not match the desired specifications. The Physical Claims Team currently handles activities like Claim Validation, Defective Unit Collection and partial fulfillment of cartons Forwarding the claim for Factory/Logistics Investigation and once approved the team releases Credit or Replacement based on the Customer requirement. The Claims team handles business for APJ regions like China, Australia, New Zealand, Japan etc.Roles and responsibilities• Daily monitoring and balancing of work load to ensure smooth functioning of the process• Bill headcounts & ensure no revenue leakage for cost effective and efficient day-to-day operations • Conduct one on one on a monthly basis• To maintain an excellent working relationship with customers & Prepare and implement the Action Items out of Temperature Checks (VOC).• Ensure the process handled for the assigned team is in audit compliant manner along with active monitoring of the process.• Identifying areas of processes improvement and continuous efforts to increase overall performance in terms of utilization and efficiency of the process.• Research and Analysis of various operations in the team and criticality • Ability to troubleshoot the issues arising out of the process under their responsibilities.• They are first level of escalation for Process Associates / Sr. Process Associates / Business / Partners for Operational Issues • Ability to resolve conflicts and issues with their expertise knowledge or with the help of Assistant Manager / Operations Manager • Timely Update of deviations for Metrics published. Maintaining the Daily production or IE tracker and monitoring the team's utilization, efficiency and loss % on a daily basis• Forecasting the issues and take proper preventive action for these issues.