support technician.

IT Support 

Role: Technical Service Support SpecialistLocation: PuneResponsibilities:  Provide technical support for less complex service related issues.Serve as technical support resource providing diagnostic support on less complex warranty and non-warranty repair events.Formulate and direct less complex repair plans.Document the results of diagnostic and repair actions in the appropriate database clearly and concisely.Manage the escalation of complex requests to the appropriate level of support.Assists with diagnostic support and escalation process improvement activities.Maintain knowledge and technical understanding of current products and new products.Promote Cummins Service capability and service programs to increase sales.Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.Customer focus - Building strong customer relationships and delivering customer-centric solutions.Nimble learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.Resourcefulness - Securing and deploying resources effectively and efficiently.Tech savvy - Anticipating and adopting innovations in business-building digital and technology applications.ExperienceIntermediate level of relevant work experience required. Prior experience in a technical role is preferred.1. CRM by scheduled proactive customer meetings with railways.2. Collaborate with all stakeholders to enhance customer support in the railway segment for the entire west zone.3. Having a track of service KPI compliances on the railway segment for the entire west zone with support of area office representatives.4. Ensuring the SLA for the contract operating in the West zone is adhered to and if not suitable communications to all the stakeholders.5. Timely Railways MIS and issues are appropriately taken up.6. Establish connections with key levels in Railways and review service support to engines under contract (Cummins + Dealership) and drive improvements.7. Drive and improvement in quality of contract support to Railways.8. Develop a strong review mechanism for open SRN ensuring that issues are addressed timely to reduce the escalation. If any product issue, the same is taken up with the concerned team.9. Keep a record of float engines and its preservation status, also ensure that preservation is carried out at every 6 months, if not done, have a suitable communication to customers taking up and educating it.10.Tracking and ensuring BCD compliance of all warranty engines under Railways.   

priorities for the role include:Team working- Lead a team of team leaders and specialists to manage end to end onboarding activities as listed above- Work with onsite and internal coordinators/stakeholder. Be a single point of contact for the entire engagement.- Should have capabilities to work as escalation point of contact- Manage the weekly, monthly metrics and dashboards. Accountable for the quality and service delivery.Employment checks- Manage and support the candidate onboarding process and checking all relevant documentation issued to courier- Obtaining and verifying candidate Eligibility to Work documentation (e.g, passports, visas, etc.)- Requesting and submitting Disclosure and Barring Service (DBS) checks for candidates- Checking candidate Driving License and insurance details to ensure they are eligible to use a Moped for work purposesCandidate Management- Liaising with candidates via telephone /email / text message to arrange / request relevant documentation for their employment checks- Completion of ETW verification video calls- Answering inbound / making outbound phone calls for Onboarding and DBS.  - Answering inbound emails for Onboarding and DBS.- Ensure that the teams KPI’s are set and completed on time without any gaps in services- Achieving daily team and individual targets as required and set by the needs of our clientAdministration and reporting- Ensuring that the candidate database and records is up to date and accurate  - Supporting with Onboarding tasks where large volumes occur including:- Increase with targets- Team absences- Any additional administration tasks as directed by management as and when required Candidate ProfileEducation- Graduate or post graduate in any discipline from a reputed universityExperience- Min 5 to 6 years’ of experience as a manger in customer support roles in the UK Market- Experience in Customer Service/Sales/Commercial and staffing services environment- Previous experience in contact centre environment and/or a high volume administration role- PC Literacy (MS Office, training provided on in-house candidate database)Personal Characteristics/Behavioral competencies- Customer Focus, Attention to detail, Drive and Motivation and Pro-active approachBeing successful- Acheivement Orientation- Working together- TrustworthyConnect people (*client, talent, employee, society)Build strong candidate and client relationships and deliver client-centric solutions ResourcefulnessSecure and develop resources effectively and efficientlyManage ambiguityOperate effectively, even when things are not certain or the way forward is not clearLanguage skillsExcellent verbal and writing skills in EnglishNight ShiftFlexible to work in rotational night shifts(Currently we are operating WFH due to COVID restrictions) Reporting RelationshipHead of operationsLocationRandstad India Private Limited - Chennai