Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of calls online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
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Advise customer operator / maintenance / QC staff in preparing, cleaning and maintenance of filling lines by providing appropriate knowledge and information. Immediately inform customer and SIG supervisor if machines are not operated / maintained per official documentation.
Prepare replaced spare parts for claim / repair procedure to reduce operational costs. Ensure spare parts consignment stocks are optimum maintained where applicable
Provide accurate and timely reporting of activity as required, using prescribed tools / platforms, to give customer and SIG a good visibility of interventions
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Conduct preliminary assessment of reviewable areas, interview appropriate personnel, determine data requirement; accumulate, verify and analyse data, observe actual practices and evaluate operational function.
Identify causes of lapses and weaknesses, investigate, analyse and identify possible solutions or avenue for improvement and recommend best practices.
Communicate with superior on progress of work assigned. In cases where review could not be completed in time, superior should be informed immediately so that timing could be revised.
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Production supervisors coordinate, plan and direct manufacturing and production processes. They are responsible for reviewing production schedules or orders as well as dealing with staff in these production areas.