Customer Support |Operations Support|Executive

Full Job Description
Job Title: Customer Support (Operations Support)-Executive

Location: Gurgaon, India
Employment Type: Permanent
About OMRON
Founded in 1+33, OMRON has come a long way since and has evolved to become an organization committed to creating new social values. Today, In the APAC region, OMRON has a strong presence in Industrial Automation, Healthcare, and Device & Module Solutions. Let’s begin the exciting journey of Shaping Future 2030 together with us!

About OMRON Healthcare Business
With a vision “To advance health and empower people worldwide to live life to the fullest”, OMRON’s Healthcare Business produces internationally acclaimed and certified medical devices such as Digital Blood Pressure Monitors, Thermometers, Nebulizers, devices related to pain and weight management etc. Understand more about our Healthcare Business HERE.

Short Description
As Customer Service (Operations Support) Executive, you will provide the highest level of customer service, Ensure service tracking of open service calls across India, developing lasting customer/channel partners and vendors relationships, Authorised Service Center (ASC) Claim management, Part management, Customer Escalations Management and managing the third-party service providers by taking ownership of all operational issues.
Job Responsibilities
1. Manage, develop, maintain, organize and provide operational support to our service network across India includes spare part issues/inventory management, customer complaints, claim processing for third party service vendors, customers/service engineers/ dealers/distributors/Sales team ensuring quality deliveries through close monitoring.
2. Open call tracking of each center across India and ensure timely closure of each issue with continuous follow up with stakeholders, providing parts, technical support and fill all operational requirement of Authorised Service Center (ASC) to ensure timely closure of open service calls.
3. Manage data reporting from Each center and train them on CRM/Excel base data transfer on daily basis, Analyze the data and provide MIS report to CS Manager for necessary improvement actions across India.
4. Monitoring and authenticating returns, exchanges, and voids. Assisting with the development and implementation of service policies and explaining these to staff and customers. Maintaining documentation pertaining to customer service department activities.
5. Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis. Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service, resolve technical issues and guide customers to get the issue resolved for all SKU’s
6. Conducting quality assurance audits at service centers, Service expansion across region and managing pickup points directly.
Job Requirements
Job Location: Gurgaon, Haryana, India.
Degree in relevant field ( Degree / Diploma in engineering field s added advantage)
At least 4 years work experience in supervising Authorised Service Center and/or in Customer Service functions for
Good knowledge of product technical skills, customer servicing and handling complaint skills.
Proficient in English & Hindi both written and verbal
Able to lead Customer Service Team in providing technical services and supports, including troubleshooting, repair services, accuracy checks and technical product trainings.
Excellent leadership , communication, sales, and customer service skills.
Strong creative thinking and problem-solving skills.
Proficiency in Microsoft Office and CRM

Why Join us
OMRON’s mission is to improve lives and contribute to a better society. We endeavor to make our diverse workforce feel equally valued and enjoy equal opportunities to help us achieve so. So come, work with the best of the best teams, collaborate, and innovate together with diverse, capable minds across the globe.

Req ID: 1775
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