Service Desk Analyst

4 weeks ago

Salem, United States Tech Mahindra Full time

1. SERVICES. Supplier shall perform the following Services:

Field Services and Parts:

· Technical phone support for field services, parts and Remote Services (both Industrial and Turbine) requests from Customers; including answering calls, assessing caller needs, and determining corrective action.

· Response to incoming phone calls, email and general communication through Company-facilitated collaboration tools.

· Case creation and management for warranty equipment issues.

· Field engineering dispatch, parts fulfillment and quality surveys.

· Support to “Know Your Customer” and “Customer Master File” processes.

· Parts sales, including meeting or exceeding yearly volume growth targets.

· Installed Base entry and management

· Obtaining and uploading Field Service Reports

Key Responsibilities:

· Receive internal and external requests for quote

· Support part requests for: Switchgear, breakers, transformers, drives and motors

· Locate part information though GE Factory Systems

· Obtain pricing and availability from GE Factory or approved external vendor

· Forward quote to Customer

· Receive purchases orders

· Book orders in ERP

· Complete request for materials and create GE PO (send to vendor)

· Track order throughout the process to ensure requested materials/service is delivered to requesting customer within the quoted time frame

Following is a list of activities to be performed. It is understood by both Company and Supplier that this list is illustrative, not exhaustive:

Scope

- Call Center will provide basic L1 support for incoming calls (in English only)

- GE will provide Call Center access to the GE applicable business unit instance

- Call Center will not have access to the GE business unit instance of SFDC

- Call Center will be the first point of contact for phone and email support to GE business unit external and internal Customers globally as well as the GE FT Wayne 800 number support, Salem Remote Diagnostic Support and Controls Connect 800 number support

- Case creation, case dispatch, and escalation as per SOPs defined by GE business unit and existing Remote Diagnostics Service process

- Follow-up activities on calls, cases and dispatches

- Reporting of metrics on a monthly basis (calls and cases)

- Call Center will support all SOPs created by GE business unit for case management and Customer support

- Call Center will train all agents on new SOPs when defined and provided by applicable GE business unit

Power Conversion SLA Terms

- Average Speed to Answer (ASA) = less than 30 seconds

- Abandon Rate Over 30 Seconds = less than 5% per month

- Case Routing Accuracy = greater than 95%


Power Conversion Volume

Cases created by current Call Centre currently ranges between 800 – 1400 per month

Supplier shall maintain service coverage 24 hours a day, 365 days per year. Supplier shall be responsible to determine the appropriate amount and schedule of resources to support service and meet Company deliverables under this Statement of Work. At the time of this Statement of Work’s writing, call volume is approximately 2000 incoming calls per month, and 2000 outgoing calls per month.

2. DELIVERABLES. Supplier shall deliver the following Deliverables:

· Customer call abandon rate must be kept below 5%

Method: Review system-generated reports on a monthly basis or as needed

· Customer call answer time must be less than 30 seconds

Method: Review system-generated reports on a monthly basis or as needed

· Quality rating of 90% or better

Method: Complete bi-monthly audits of case creation

· Random call monitoring

Method: Complete weekly unscheduled and random call monitoring for call quality

· Drive and implement process improvements as needed

· Hire and retain top talent to support deliverables under this Statement of Work

· Supplier shall work towards a goal of maintaining maximum yearly attrition rate under 12% and replace resources in a timely manner whenever attrition occurs

· Voluntary displacement of resources such as team size adjustments due to productivity enhancements, as well as other changes approved or requested by Company, will not be considered as attrition.

· Supplier will provide statistical information and progress reports on services provided as requested

· Recording of 100% incoming and outgoing calls is required. Call Recordings are to be kept for a minimum 2 weeks.

· Screenshot capturing is required during calls. Screen recordings are to be kept for a minimum 2 weeks.

Required Skillset

Following are the minimal skills that shall be noted for determining qualified candidates to perform in this Statement of Work. Supplier shall use this list as part of its selection and recruitment process for this Statement of Work.

· High school diploma (for US-based resources)

· College degree (required for non-US resources)

· Ability to effectively work in a high volume, quick-response environment

· Excellent oral and written communication skills (English; other languages only as required by Company in writing to support growth outside the United States)

· Ability to listen, understand, follow up on and resolve customer requirements

· Passion for customer service and innovation

· Proficiency in MS Office, MS Outlook, Internet Explorer

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