Agfa Radiology Solutions For this division we are looking for a (m/f) Senior Service Executive – Customer Care Centre (CCC) – Thane City <div style="border:none;border-bottom:solid windowtext 1.0pt;padding:0.0cm 0.0cm 1.0pt 0.0cm"> </div> You will be an integral part of our Customer Operations and Service Logistics team. <h1 style="margin:12.0pt 0.0cm 3.0pt;font-size:16.0pt;font-family:Arial, sans-serif">Job summary</h1> 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: <ol style="margin-top:0.0cm;margin-bottom:0.0cm" start="1" type="1"> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif"> Customer Service & Spare Parts Coordination</li> </ol> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Act as the primary point of contact for Field Service Engineers for spare parts support</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Ensure availability, allocation, and timely dispatch of spare parts</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Coordinate with warehouses and vendors for procurement and supply continuity</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Monitor and track spare parts movement to prevent service delays</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Plan inventory levels based on usage trends and forecasting.</li> </ul> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif">Manage the import and export of spare parts in coordination with the clearance team, ensuring compliance with all required technical and supporting documentation</li> </ul> <div style="text-align:center;margin:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif" align="center"><hr align="center" size="2" width="100%"></div> 2. Service Operations Management <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Ensure timely support for ongoing service activities</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Minimize service downtime by ensuring quick availability of spare parts</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Support preventive and breakdown maintenance through effective coordination</li> </ul> <div style="text-align:center;margin:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif" align="center"><hr align="center" size="2" width="100%"></div> 3. Inventory & Logistics Management <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Planning of spare parts requirement and organize procurement activities required for the timely and efficient inventory (AGFA NV & Local third Party vendors)</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Track inventory across locations and maintain optimum stock levels across all plants</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Analyse consumption patterns to optimize inventory planning and reduce excess stock</li> </ul> <div style="text-align:center;margin:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif" align="center"><hr align="center" size="2" width="100%"></div> 4. Service Administration & Systems <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Maintain accurate service records and documentation</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Ensure data integrity and accuracy in ERP/CRM systems and SAP</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Manage service contract billing in SAP</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Oversee tracking of spare parts (both serviceable and defective) from field locations and ensure their timely return and reconciliation at the central warehouse</li> </ul> <div style="text-align:center;margin:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif" align="center"><hr align="center" size="2" width="100%"></div> 5. Reporting & MIS <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Generate service MIS reports and prepare MIS dashboards</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Analyze service performance metrics and identify areas for improvement</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Provide actionable insights to management based on data analysis</li> </ul> <div style="text-align:center;margin:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif" align="center"><hr align="center" size="2" width="100%"></div> 6. Team & Cross-Functional Coordination <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Guide and support junior service coordinators/executives</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Coordinate with regional service teams, logistics, internal departments, and warehouse teams</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Ensure smooth communication and collaboration across all service functions</li> </ul> Profile <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Graduate with MBA / Diploma preferred in Logistics Management, Supply Chain Management or Business Management</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">5+ years of progressive experience in Service operations</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Inventory management, Procurement and planning experience</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Proficiency in Systems: SAP SD & MM module & Microsoft platforms</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.4px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">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</li> </ul> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:12.0pt;font-family:'Times New Roman', serif">Experience in just-in-time and/or forecast planning, customer relations or other business related activities is a plus</li> </ul>

Senior Service Executive - Customer Care Centre (Thane, IN) @ AGFA NV

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