Service Desk Executive - Field Service Operations

The Company : Shared services COE unit of a leading distributor of medical devices & technical services provider in Africa. The key aspects of the role :

• The Service Desk Executive plays a central role in supporting service operations for our field service engineers (FSEs) to ensure timely and efficient handling of customer service requests.
• This role begins with receiving customer service requests, logging them accurately, and promptly allocating job cards to the appropriate FSE based on priority, location, and availability.
• The Service Desk Executive monitors the progress of each job, keeps the customer informed of updates, and ensures timely closure of job cards upon successful resolution.
• Additionally, this role involves gathering customer feedback post-service to assess satisfaction levels and identify areas for improvement.
• Effective communication, organization, and a customer-first mindset are essential in maintaining a seamless and high-quality service experience.

• The ideal candidate for the Service Desk Executive role should have around 2 to 3 years of experience in customer service or service operations, preferably with experience in managing field service requests in a technical or engineering environment.
• Excellent organizational and multitasking skills are essential, as the role requires tracking multiple job cards and coordinating effectively with field service engineers.
• Strong communication skills, both verbal and written, are necessary to maintain clear and professional interactions with customers and team members.
• A problem-solving mindset and the ability to remain calm under pressure are critical for handling urgent requests and ensuring timely resolution.
• Familiarity with service management software will be an advantage and a customer-focused approach are highly desirable to ensure efficiency and satisfaction in service delivery.

• Average Response Time to Service Requests: Time taken to log and assign service requests after receipt.
• Job Card Turnaround Time: Time taken from job card creation to job closure.
• Job Allocation Accuracy: Percentage of job cards accurately allocated to the correct FSE based on skills and location.
• Customer Feedback Score: Average satisfaction rating from customer feedback post-service.
• Service Request Resolution Rate: Percentage of job cards closed within the designated SLA timeframe.

• Range of INR 30 K +/- per month gross, based on the experience band.