Responsibilities of the Role:

• Monitor and track field service activities end to end including turnaround time, parts request, parts usage, repeated repair, onsite scheduling, customer feedback and process compliance. May require to make outbound calls to customer when needed to validate the info provided by vendors.
• Support Service Delivery Manager (SDM) in analyzing root cause for exceptional incidents and performance issues, define corresponding action and executing and tracking actions to drive for performance improvement.
• Prepare regular reporting and analysis (daily, weekly and monthly) for Service Delivery Manager’s review and for vendor’s action. (e.g., Open Cases Report, Field Service Performance Analysis, Customer Satisfaction Survey Analysis, Unusual activities report, vendor compliance report, etc.).
• Manage and track escalations from Field Service vendors or escalations from other parties related to Field Service.