Job description
- To work as central coordinator and SPOC for common issues.
- Will be responsible to register the calls/complaints on day-to-day basis received from customer over phone/mails or from online monitoring portals.
- Will be responsible for communication with clients on their calls/complaints/plant maintenance & performance/feedback.
- Follow up with zonal in-charges on call/complaints progress, apprise customer on closure of calls/issues and rectification details.
- Follow up with cluster in-charge/zonal heads on improvement plans.
- Will be responsible to collect data/details of plants from field /online portals and maintain master data sheet with updated inventory.
- Pull out data from ERP and prepare for zone wise MTTR and MTBF.
- Responsible to collect data of plants performance, compile and circulate to management and team.
- Preparing PPT for meetings / training programs to help O&M head/team.
- Follow up with in-charge (capex Plants) for AMC renewal and seeking new AMCs.
- Will be responsible for liaison for Records and maintain inventory spares/ sites.
- Escalation of complaints to O&M head which are exceeding TAT
- Follow up for progress on various issues instructed /mailed by O&M head.
- Identify the repeat issues, seek RCA action plan from zonal managers.
- Responsible to arrangement of training sessions, helping in conducting online test, maintaining the records of training and tests.
- Responsible for IMS audits, revision of formats, documentation on one drive.