Digital Service Putzmeister India

About Putzmeister India

Job Description

You will be responsible for managing Digital Service Support, including Remote Asset Monitoring and Field Service Management. In Remote Asset Monitoring, you will develop a proficient team to monitor assets remotely using various digital tools like Machine Cockpit, My Putzmeister, SF CRM, and upcoming tools. Your team will focus on condition monitoring analysis, capturing critical alerts from the machine cockpit, and providing customers with regular updates on the health status of their equipment. Your goal will be to take immediate corrective actions to prevent sudden breakdowns, reduce downtime and repair costs by issuing pre-alerts, and create customized reports for customers. Additionally, you will establish a Technical Support Helpdesk (TSH) and an online parts ordering tool to enhance customer support services. In Field Service Management, you will optimize the FSM tool (Salesforce) for efficient use, utilizing features like GPS tracker, self-service options, chatbox, and qualitative feedback mechanisms. You will be responsible for generating dashboards and reports on metrics such as MTR, MTTR, MTBF, and productivity measurements. Furthermore, you will develop an online parts ordering platform through a web portal and integrate Lead Management from Operator App and Call Center Ticketing with SF CRM. It will also be your responsibility to explore and implement advanced features in SF and FSM to improve service levels and provide necessary training to the team on adopting these functionalities. You will also support the Product Configuration Management (PCM) in the development or revamping of SF CRM (Sales & Service Module) in collaboration with an External Support Partner.,