· To work as central coordinator and SPOC for common issues.
· Will be responsible to register the calls/complaints on day-to-day basis received from customer over phone/mails or from online monitoring portals.
· Will be responsible for communication with clients on their calls/complaints/plant maintenance & performance/feedback.
· Follow up with zonal in-charges on call/complaints progress, apprise customer on closure of calls/issues and rectification details.
· Follow up with cluster in-charge/zonal heads on improvement plans.
· Will be responsible to collect data/details of plants from field /online portals and maintain master data sheet with updated inventory.
· Pull out data from ERP and prepare for zone wise MTTR and MTBF.
· Responsible to collect data of plants performance, compile and circulate to management and team.
· Preparing PPT for meetings / training programs to help O&M head/team.
· Follow up with in-charge (capex Plants) for AMC renewal and seeking new AMCs.
· Will be responsible for liaison for Records and maintain inventory spares/ sites.
· Escalation of complaints to O&M head which are exceeding TAT
· Follow up for progress on various issues instructed /mailed by O&M head.
· Identify the repeat issues, seek RCA action plan from zonal managers.
· Responsible to arrangement of training sessions, helping in conducting online test, maintaining the records of training and tests.
· Responsible for IMS audits, revision of formats, documentation on one drive.
