Service Specialist
Silvassa
International Markets Client Services – India Market /
Full-time, Permanent /
Hybrid
Be Part of Our Next Chapter
For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!
We’re a global technology company focused on creating dynamic, smart, personalised and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.
Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.
The role of the Service Specialist is to oversee and drive operational efficiencies in post-sales support and services, including but not limited to timely building service network across India, developing AMC models for customers, complaint resolution within agreed upon TAT, generating additional revenue from beyond warranty component sales, call log management, report submissions, project tracking and reviews. They will establish support standards and enable support process at customers end, training development of service team & have active participation with project and support teams at customer end.
Role Responsibilities
- Service Support network development – Responsible for creating, developing and training local service support network in key states/ locations as per demand from Business.
- Delivery on aggreged TAT with Customers – 100% compliance
- Document, generate, manage service call log reports, weekly updates and reviews. Warranty data management.
- Develop additional revenue stream from out of warranty component sale and services
- Build and deploy AMC models for India market and revenue projections.
- Coordinate, manage and attend to service calls in person across the region and willing to travel extensively.
- To achieve excellent ratings from Customers in QBRs.
- Relationship Management – Build, manage and maintain excellent working relationship with MNR and project teams at customer end and well as production team internally on continued availability of replacement components.
Role Requirements
- Strong technical knowledge of materials, Electrical & IT equipment's, manufacturing, stds machines and manufacturing processes.
- Electrical & Electronics Engineer with 2-4 years of work experience.
- Strong complex project planning and execution skills with critical thinking.
- Understanding of R&D processes and prototyping.
- Excellent English and local language communication skills. Understanding of south Indian language will be an advantage.
Candidates MUST be based in or near Taloja, Navi Mumbai.
About Coates
We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.
Together, we are creators, allowing us to make our purpose a reality – to create immersive brand experiences for everyone.
Join a Crew that Cares
Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).
The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an opportunity to make an impact in the community.
Be inspired To Be More
We skip the red tape and aim to always stay nimble. We’re proud of where we’ve been and are energized by where we’re going. We encourage ideas and perspectives because we know the more we have, the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what we’ve accomplished, but know the best is yet to come.
Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).
