OverviewJob 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.ResponsibilitiesGets 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 workshopManages 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 repairsCalls 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.
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