Hiring on Contract Role for Service Dispatcher

Mettler-Toledo International, Inc; Mumbai; On-site; INR 450,000 - 650,000; Full time

Benefits offered by this job

Medical insurance for you and family

Telemedicine access

Job summary

METTLER TOLEDO in Mumbai seeks a Customer Support/Field Service Coordinator to handle inbound calls, align with customers for unplanned paid jobs, plan and schedule service engineers, and manage status updates.

The role requires Diploma/BSc in Instrumentation/Electronics/Electrical or BCom, strong writing and negotiation skills, basic Excel and PowerPoint, and familiarity with SAP CRM/SFDC; freshers to 2 years welcome.

Qualifications

• Excellent Writing & Speaking Skills
• Good Negotiator & experience of conflict management
• Basic knowledge of Excel & Powerpoint
• Freshers or upto 2 yrs Experience with SAP CRM/call management / SFDC

Responsibilities

• Customer inbound calls dispatch through SFDC.
• Align with customers for Unplanned paid jobs for Field Service Engineer visit.
• Service Engineers planning & scheduling for unplanned service orders.
• Manage intra-call status updates and escalation process with field management.
• Should have know-how of the geographic territory or have ability to learn geographic coverage and travel time for engineers.
• Measurement of Service Quality Parameters - Response Time, Uptime, TAT, FTFR.
• Responsible for Customer Satisfaction / NPS.
• Align with Contract SLA & find solution to support customer.
• Fill Service Engineers' schedule for optimum utilisation.

Skills

Communication skills

Negotiation

Conflict management

Excel basics

PowerPoint basics

Education

Diploma/BSc in Instrumentation/Electronics/Electrical or BCom

Tools

SAP CRM

SFDC

Job description

About Mettler Toledo

METTLER TOLEDO is a global leader in precision instruments and services. We are renowned for innovation and quality across laboratory, process analytics, industrial, product inspection, and retailing applications. Our sales and service network is one of the most extensive in the industry. Our products are sold in more than 140 countries, and we have a direct presence in approximately 40 countries. For more information, please visit www.mt.com.

Our Opening and Your Responsibilities

• Customer inbound calls dispatch thru SFDC.
• Align with customers for Unplanned paid jobs for Field Service Engineer visit.
• Service Engineers planning & scheduling for unplanned service orders.
• Manage intra-call status updates and escalation process with field management.
• Should have know-how of the geographic territory or have ability to learn geographic coverage and travel time for engineers.
• Measurement of Service Quality Parameters - Response Time (RT), Uptime, TAT(turnaround time), FTFR(First time First resolution) etc.
• Responsible for Customer Satisfaction / NPS.
• Align with Contract SLA & find solution to support customer.
• Fill Service Engineers' schedule for optimum utilisation.

What You Need to Succeed

• Diploma, BSc in Instrumentation/Electronics/Electrical Or Bcom.
• Excellent Writing & Speaking Skills, Good Negotiator & experience of conflict management.
• Basic knowledge of Excel & Powerpoint.
• Freshers or upto 2 yrs Experience with SAP CRM/call management / SFDC.
• SFDC experience preferred.

Our Offer to You

• "One Team" that thrives on collaboration and innovation
• Opportunities to work with Global teams
• An open, fair and inclusive environment
• Multitude of learning and growth opportunities
• Medical insurance for you & your family, with access to Telemedicine application
• A brand name that is identified worldwide with precision, quality, and innovation

Equal Opportunity Employment

We promote equal opportunity worldwide and value diversity in our teams in terms of business background, area of expertise, gender and ethnicity. For more information on our commitment to Sustainability, Diversity and Equal Opportunity please visit us [1] here.

References

Visible links

1. https://www.mt.com/us/en/home/microsites/sustainability/reporting.html