Job Function:
Point of contact with the customer during the machine maintenance and repair service processes. Manages and oversees the workshop’s workflow and scheduling process, including service mobile coordination
Essential Duties:
* Gets in touch with the customer to collect required data, check machine status and run initial evaluation of breakdown machine.
* Decides criticality of service interventions, in the workshop or in-the field repair and allocation of service to technicians based on availability and expertise.
* Manages and coordinates the receipt of machinery in the workshop
* Manages and oversees the workshop’s workflow and scheduling by assigning and tracking work orders.
* Performs overall diagnostics, quoting of repair services and estimates delivery dates.
* Runs administration steps of the service process, such as invoicing, customer approval and signature.
* Consults with technicians and the workshop manager about necessary repairs
* Calls customers to inform about changes in service or to let him know the machine is ready for pick-up.
* Provides explanation and answers questions from customers on service delivered after consulting with the technician and the workshop manager if necessary.
* After-repair follow-up with the customer to identify open issues and confirm customer satisfaction.
Skills & Qualifications:
* Experience working within service, sales, or parts department
* Extensive knowledge of the agriculture industry, technical service, and parts business.
* Excellent communication and interpersonal skills.
* Ability to communicate equally well with mechanics, customers
* Good organisational skills with attention to detail.
* Ability to use standard desktop applications such as Microsoft Office and internet functions
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