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Customer Delight Engineer
For a client of TeamLease Services Ltd
0.5 to 0.5 Years
1,80,000 - 2,00,000 Per Year
Posted on 03 Oct 18
Job DescriptionLast Date 02 Dec 18

-          Perform "Counter Opening Check" and maintain upkeep of all relevant tools and equipment

-          Ensure ESD compliance

-          Adherence to time commitment and repair processes of Lava as per guidelines

-          Handling of cash for OW Calls

-          Handling of good and defective spares

-          Participate in everyday morning meeting

-          Greet customer using defined script

-          Treat customer as defined in workways

-          Inform customer about IW and OW policies

-          Inform customer about inspection charges

-          Perform ELS on each phone as per ELS guidelines and record the details in system and on workorder

-          Ensure to update latest software in all customer phones irrespective of fault

-          Ensure that repair action procedure is correctly followed and mentioned on the workorder before replacing PCBA

-          To achieve desired productivity and quality of repair on FIFO basis

-          To reduce PCBA and other spare consumption through improved component level repairs

-          Functional testing of phones as per final QC guidelines

-          Perform QC of phone before dispatch

-          Capturing customer detail in IT system (CRM)

-          Create and close workorders in CRM

-          Perform warranty check in CRM

-          Perform IMEI reading

-          Dispatch handset to customer

-          Keep updated with latest available software and procedures to install the same on customer phones

-          Participate in technical forums and provide inputs and suggestions for repair related issues

-          Achieve maximum scores in al attended trainings to keep up with the high technical competency level

-          Continuously work on self-technical competency to improve the quality of repairs

-          Reduce PCBA consumption and repeat repairs

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