Handle all breakdown calls in an earliest response time.
Ensure high level of customer satisfaction and effectively manage customer expectations.
Prepares monthly reports to present the over-all performance of the service and technical application management.
Monitors repairs and maintenance activities through the Service Engineers to ensure operational efficiency and to target required hours for machine repair.
Responsible on decisions when to instigate the escalation process in order to resolve a customer concern/issue.
Publish and maintain all service documentation in a Service Binder for distribution to field service organizations.
Maintain online service documentation on the Esco distributor intranet.
Perform troubleshooting, commissioning, certification of units promoted.