Senior Service Executive - Customer Care Centre
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.1
Reclaim your time by letting our AI handle the grunt work of job searching.
We continuously scan millions of openings to find your top matches.
Overview
Job Description
Agfa Radiology Solutions
For this division we are looking for a (m/f)
Senior Service Executive- Customer Care Centre (CCC) - Thane City
You will be an integral part of our Customer Operations and Service Logistics team.
Job summary
The Senior Service Executive- CCC is responsible for managing end-to-end service operations with a strong focus on spare parts coordination, service efficiency, and customer satisfaction. This role ensures seamless after-sales support by working closely with Regional service managers, field service engineers, managing inventory, handling escalations, and maintaining accurate service records and system data.
Main responsibilities:
- Customer Service & Spare Parts Coordination
- Act as the primary point of contact for Field Service Engineers for spare parts support
- Ensure availability, allocation, and timely dispatch of spare parts
- Coordinate with warehouses and vendors for procurement and supply continuity
- Monitor and track spare parts movement to prevent service delays
- Plan inventory levels based on usage trends and forecasting.
- Manage the import and export of spare parts in coordination with the clearance team, ensuring compliance with all required technical and supporting documentation
- Service Operations Management
- Ensure timely support for ongoing service activities
- Minimize service downtime by ensuring quick availability of spare parts
- Support preventive and breakdown maintenance through effective coordination
- Inventory & Logistics Management
- Planning of spare parts requirement and organize procurement activities required for the timely and efficient inventory (AGFA NV & Local third Party vendors)
- Track inventory across locations and maintain optimum stock levels across all plants
- Analyse consumption patterns to optimize inventory planning and reduce excess stock
- Service Administration & Systems
- Maintain accurate service records and documentation
- Ensure data integrity and accuracy in ERP/CRM systems and SAP
- Manage service contract billing in SAP
- Oversee tracking of spare parts (both serviceable and defective) from field locations and ensure their timely return and reconciliation at the central warehouse
- Reporting & MIS
- Generate service MIS reports and prepare MIS dashboards
- Analyze service performance metrics and identify areas for improvement
- Provide actionable insights to management based on data analysis
- Team & Cross-Functional Coordination
- Guide and support junior service coordinators/executives
- Coordinate with regional service teams, logistics, internal departments, and warehouse teams
- Ensure smooth communication and collaboration across all service functions
Profile
- Graduate with MBA / Diploma preferred in Logistics Management, Supply Chain Management or Business Management
- 5+ years of progressive experience in Service operations
- Inventory management, Procurement and planning experience
- Proficiency in Systems: SAP SD & MM module & Microsoft platforms
- Candidate must have demonstrated a high degree of planning, organizational, analytical, and financial skills and be able to partner and communicate with all levels of an organization from warehousing staff to the senior management
- Experience in just-in-time and/or forecast planning, customer relations or other business related activities is a plus
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.
