Sales Exe- Office Automation​/Printer Sales B2B | Retail | Electronics

Sales Exe
- Office Automation / Printer Sales B2B | Retail | Electronics | Abu Dhabi

Job Requisition :166989

Work Controller with Brand & MFP related Technical and Commercial Skills

Manage customer incoming calls and update the repair status.

Description of Accountability:

• Manage Jobs / Customer requests
  • Log Service delivery requests & Supplies delivery requests
  • Ensure SLAs in attending calls with least Call Abandon Ratio
  • Allocation of Jobs taking into consideration geographical routing, Maximize per day per Tech productivity, Meet response time 2 – 4 hours, Assess Load Vs Capacity of Techs
  • Plan the Preventive Maintenance schedule (based on AMC terms and/or Document volume of the Printers / MFPs)
• First Line Support (FLS) – Provide resolution over the phone / email to the Customers for their Printers / MFPs (product features, Scan / Print / Fax issues/Solutions issues)
• Awareness of Brand’s Technical data repositories (portal based / local data base Ex. Ribbon) for product features and service-related data
• Customer relationship management (key for CS and for service referrals for new machines)
• Work in close coordination with Supervisor / Manager and the field teams (technical & delivery crews) for real time / dynamic service support to the customers
• Prepare Estimates / Quotes – Awareness of Spare Parts and the replacement articles
• Follow up for estimate approvals
• Update full cycle of the Jobs in SAP – Notification/Service order/Spare requests/Job update/Invoicing
• Co-ordinate with stores for parts / units
• Filing of relevant documents.
• Co-ordinate with Drivers for the committed deliveries
• MIS reports

• Follow up with customer for estimate approval
• Update full cycle of the Jobs in SAP – Notification/Service order/Spare requests/Job update/Invoicing
• Co-ordinate with stores for parts / units
• Prepare Estimates / Quotes – Awareness of Spare Parts and the replacement articles
• Allocate the daily incoming jobs to technicians
• Follow up with technicians and customers for field appointment and ensure the schedule is attending as per the commitment

• Ensure the feedback / schedule changes if any to be updated to the customer in time
• Filing of relevant documents.
• Co-ordinate with Drivers for the committed deliveries
• Follow up and collect the outstanding payment from the customers
• Minimum 15 hello calls to the customers and update the report and submit on every Saturday.
• Customer complaints very minimal – based on the target
• Customer incoming calls to be attended within min rings based on the target

• Sales Skills
• Analytical skills
• Customer handling capability
• Effective Communication
• Interpersonal skills
• Problem solving
• Great organizational and time management abilities
• Strong communication and interpersonal skills.
• Business acumen & market understanding

• Bachelor Degree with similar sales experience
• Minimum 3 – 5 years experience in similar position in inventory management in Consumer Electronics / IT industry
• MS Excel, Powerpoint and Outlook knowledge