Reena Sajan

• Logging service jobs according to email or phone requests.
• Allocating service jobs to field technicians or service contractors based on the location of the venue.
• Job escalation and prioritization
• Close the service job by entering all relevant information into Fleetmatics for the accounts to invoice
• Weekly review of open jobs, with reminders sent to technicians and service contractors.
• Coordination of new machine installations between customers and technicians.
• Responding to spare parts enquiries.
• Customer database management in Fleetmatics
• Customer disputes & resolutions management
• Monitor and ensure SLAs are met and proactively escalate the issue.
• Monitoring and managing multiple email inboxes
• Generate reports on weekly and Monthly basis to track performance.

• Answering all sales and service-related enquiries via email or phone.
• Responding to Customer inquiries about product details, pricing, availability, shipping times, and back-orders
• Create quotes as per customer requirement and availability.
• Actively selling as pre-climate needs and designing solutions to satisfy customers, effectively promoting product as solutions
• Coordinate customer enquiries with technical manager for any technical related issue and quotes /projects.
• Process sales orders precisely and arrange shipping using Sage 300.
• Actively follow upon quotes.
• Update Sales force with new opportunities and leads and update the data records.
• Obtain estimates from suppliers and compare.
• Managing repair jobs by sending quotes and getting Approval
• Enter the job order service on Sage and invoice once completed.
• Claiming warranty from overseas suppliers
• Processing Customer Returns and credits
• Supporting post-sales needs of customers.
• Handling and filing documentation and documents.
• To generate sales, make warm outbound calls to existing clients and follow up on previous inquiries or estimates.

• Managed service activities for 3 states (QLD, NSW & ACT)
• Creating service jobs
• Allocating service jobs to CSE or CSP, according to company guidelines
• Logging orders for spare parts and consumables
• Prioritizing and escalating service jobs
• Closing off service jobs
• Completing the call closure process for both copier and printer calls
• Ensuring all chargeable service jobs are recorded correctly and invoiced.
• Reviewing open jobs that are older than one month and initiating action with Service Manager to complete job.
• Coordinating new machine installations, liaising with sales, customers, and freight companies
• Coordinating customer copier relocations
• Responding to enquiries regarding product range and spare parts
• Maintaining the accuracy of the customer delivery address and service serial number databases
• Ensure to take reasonable care of your own health and safety in accordance with Kyocera's Work, Health, and Safety Management System
• Ensuring all activities are carried out in accordance with Kyocera's QMS (Quality Management System), ISMS (Information Security Management System) and EMS (Environmental Management System

• Assign service agent and technician for on-site warranty jobs.
• Receive and respond to CRM escalation email and respond accordingly.
• Approve jobs logged on Epson warranty channel and ensure claims are legit before approval as well as correct parts were ordered to repair the machine.
• Process approved warranty jobs files into SAP via Tx shuttle
• Create and send purchase orders for Labor Reimbursement.
• Process service agent payment fortnightly via SAP
• Process warranty job completion via Tx shuttle file
• Resolve customer complaints relating to service agent repairs.
• Be a focal point for any queries related to service agent repair.
• Answer spare parts ETA emails and enquiries.
• Process faulty warranty module returns and ensures items are returned to the relevant area.
• Maintain the department files on the correct network folder.
• Monitoring open /pending warranty jobs to ensure that TAT is achieved.
• Co-ordinate and manage re-work projects
• Ensure the procedures/work instruction are documented correctly.
• Maintaining and managing existing Service Partner relationships
• Conducting initial assessments and appointments of new Service Partners where required
• Communication of all relevant & up to date technical information via distribution of bulletins
• Assessment of Service Partner performance and Coordination of Training requirements
• Coordinate and management of Installation and Service requirements on high end products
• Assisting with various ad hoc duties including warranty claims and spare parts availability

• Provide and process information in response to inquiries, concerns, and requests about products and services.
• Answering the sales enquiries and providing the information they need regards to the setup boxes
• Determine and conduct appropriate tests as required with customer enquiry.
• Engage customers by utilizing effective questioning techniques to identify problems.
• Identify and escalate priority issues per customer specifications.
• Redirect problems to appropriate resources.
• Assist the customer with return and repairs enquiry.
• Fill out the relevant form and assign the RA number.
• Receive the faulty decoder and check the details like address, serial number and warranty status and update the database.
• Update the database and file the paperwork once the unit is dispatched.
• Answering the E-mails regarding sales or support enquiries
• Conducting quality tests on Set up Box especially on satellite set up box.
• Assist engineering team with product testing and finding the bug

• Service and repair Audio Video products
• Processed Service and Warranty claims from start to finish.
• Product returns (RMA) from both customer and overseas suppliers
• General customer/supplier follow ups regards to claims/repairs/ quotes
• Entry of spare parts orders and quotes through eze-service job management system
• Closing tech jobs with repair/service details and preparing paperwork for shipping
• Conducting QC check for all inbound stock from overseas suppliers
• Stock taking of all service spare parts monthly.