Job Duties
Installation and maintenance of multifunctional devices and software solutions •Understand the IT setup of the customer site, support in the POC and provide demo
•Timely installation of new products and training of administrators
•Understand the issues with the product and use specialized trainings to resolve customer complaints by providing appropriate technical support
•Coordination with HO/Central warehouse/Sales/Service team for spare parts etc.
•Responsible for quality of calls, achieve expected productivity and Turn-Around-Time (TAT)
Customer Support •Build good relationship with clients thus improving customer retention and satisfaction
•Assess needs, probe, and enhance contract penetration with customer
•Monitor and improve print volumes in the assigned territory
•Identifying opportunities for sales and be a part of the account management reviews with the clients
Desired Competencies
Innovation & Creativity Analyzes existing processes & practices from improvement perspective.
Is able to think of effective changes and makes suggestions
Recognizes & builds on new ideas, and looks at them objectively
Is able to shortlist ideas, analyse advantages & disadvantages of approaches by integrating information
Communication Articulates with adequate clarity of situation.
Understands & shares the context.
Listens first with an intention to understand, repeats, paraphrases and seeks feedback to ensure others have understood the point of view.
Result Orientation Sets stretched goals / objectives aligned with departmental objectives
Delivers results as per agreed timelines & finds ways to overcome challenges
Displays accountability for one's actions
Follows the concepts of OPDCA for achieving results
Has a commitment towards learning and self-development
Customer Focus Determines customer needs and expectations by clear communication
Builds relationships by being polite & prompt while dealing with customers
Goes the extra mile to delight customers
Abides by company's policies. Seeks approvals where customer needs are beyond the policy framework
PHYSICAL DEMAND The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1)Mobility –
-Have to move frequently within the office to interact with employees and outside the office to meet customers, attend events, etc.
-Hand, wrist, finger movement while using laptop/ give product demonstrations
-Travel to customers place
2)Vision –
Work involves making decisions based on visual cues, word documents, excel sheets, creating presentations, reading mails from stakeholders and customers, reports, excel database on laptop
-Deciphering body language of customers, employees during dialogues
3)Ability to Hearing –
- Significant work involves making decisions on auditory inputs like listening to people face to face or over phone or video calls on a day-to-day basis.
-Ability to hear, understand, and distinguish speech while speaking to internal and external stakeholders
-Engage in long conversation with stakeholders and customers
4)Cognitive –
-Work involves making complex decision making based on people interactions, and subjective issues related to sales deals. Work involves processing data or information on business deals with customers and with support functions like accounting, credit, service etc
5)Speech –
-Significant amount of work involves speaking clearly so listeners (employees, customers) can understand
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
DISCLAIMER The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title