Purpose of Position To Strengthen Hilti's Customer Relationships By Managing Customer Quotations And AMS Operations That Outperforms Our Competitors In Both Service Level And Value.
Achieve Goals In:
- High performing team & raising the profile of After Market Service (AMS)
- Communication of Hilti unique service benefits: cost estimates/repair cost limits, technical and sales-driven consultations – external and internal
- Repair quotation and Trade-in success
- Leading continuous improvement mind-set for all customer and operational support activities
- End to End Repair Journey excellence
- Occupational Health and Safety
Areas of Responsibility Responsibility: Quotations and Service to Sales
- Daily processing repair related quotations in a timely manner – Sell repair, trade in and Fleet options
- Process all communication to customers and internal stakeholders
- Technical and product advice
- Support Channels partners on service objectives; quote reduction, trade in and sales campaigns
Measures:
- Quotation success rate
- Quotation avoidance
- Trade in rate
- Quote Handling Time
Responsibility: Customer Experience and Complaint Handling Expected result: Improve customer experience across Voice of Analytics/Customer (VoA/VoC)
Major actions required:
- Support Channels and sales teams to understand customers' concerns / complaint / feedback on service to ensure a continuous improvement on service
- Manage all repair related CCN's through to resolution and action acceptance from the customer
- Support Technician Team Leader with communication to customers and Product Management team for application complaints and concerns
Measures:
- CCN Cycle Time
- Close the Loop (CtL)
- Service Levels
- Repair Journey CX Score
Responsibility: Premium Tool Pool Management Expected result: Timely and accurate execution of all administrative related tasks to support our Premium Tool Park (PTP) service offering
Major actions required:
- Coordinate Loan and Tools on Demand (ToD) return orders from FM customers including but not limited too:
- Liaising with nominated carriers regarding failed collections and ensuring collections are successfully completed
- Following up customers regarding their overdue tools and supporting them through the return process
- First point of control for all account credit requests relating to PTP related invoices
- Continuously evaluate our return process and suggest process improvements to enhance the overall customer experience
- Provide timely resolution and proactive communication relating to all PTP related Customer Care Notes (CCN's):
- Lost/Stolen PTP Tools
- PTP Invoice Queries
- Submit CAPEX requests as needed for new PTP assets and deactivate PTP assets at the end of their defined lifecycle
- Manage all stock movements for PTP assets
- Manage replenishment process from TSC PTP to decentralised PTP locations
- Review PTP asset utilisation rate quarterly and submit requests for excess asset disposal and business cases for new asset requests
- Manage the monthly stock count process for all PTP assets and ensure compliance to prescribed Internal Compliance Systems
- Manage various SAP administrative functions related to PTP operations
Team & Personal Attributes
- Passionate about providing excellent customer service
- Ensuring information is of the highest quality
- Strong contributor towards results
- Positive attitude towards teamwork and continuous improvement, pro-active mentality
- Can establish a mutual sense of trust and co-operation
- Work effectively with others
- Actively work to promote and support a team spirit
- Work closely with the TSC team to create a harmonious and productive working environment
- Learn recent skills and develop on new products
- Share learning experiences with other team members
- Ambition to develop his/her skills in all relevant areas
- Develop the team through active participation
- Proactive networking
Other Duties or Activities
- Close liaison with TSC Manager to ensure the smooth running of repair operation in all aspects to maximise tool repair turnaround time (ROCT)
- Comply with policy and procedures as set down by management
? Please consider applying even if you don't meet 100% of what's outlined ?
Key Responsibilities
- ? Managing customer quotations
- ? Handling customer experience and complaints
- ?️ Coordinating Premium Tool Pool management
Key Strengths
- ? Customer service excellence
- ?️ Communication skills
- ? SAP and MS Office proficiency
- ? Operational and sales skills
- ? Continuous improvement mindset
- ? Team collaboration
Why Hilti Group is partnering with Hatch on this role: Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to than just your resume. A Final Note: This is a role with Hilti Group not with Hatch.