Job Summary

To manage application support and maintenance operations to the satisfaction of the customer and meeting the agreed service levels and within the cost budgeted for providing the support.

Key Responsibilities

1. To define and implement clear service level agreements (SLAs) for support operations.
2. Managing Cost of providing service within budgeted levels
3. Ensure process effectiveness and continual service improvement
4. Managing risks and escalating appropriately to Sr Management
5. Co-ordination with onsite track leads and engaging with Customers
6. To guide and coach a team of support specialists, empowering them through trainings and managing their performance.

Skill Requirements

• Lead and Own the RMA service line
• Coordinate with Technicians on capital equipment service
• Collects information regarding failed customer systems, raw material, component and related requirements from engineering and production specifications and schedules.
• Assists with compiling statistical data to determine buying trends/volumes and to establish price objectives and/or opportunities.
• Maintains database of suppliers of products used in manufacturing process.
• Creates comparison charts containing data from proposals submitted by potential suppliers.
• Prepares orders to vendors as directed for raw materials, packaging materials, parts, components, services, supplies, finished goods and related material needed for production.
• Ensures timely return of faulty spare parts for immediate shipment to manufacturer for RMA repair process.
• Maintains RMA repair turnaround time with manufacturer. 
• Checks scheduled delivery dates and makes initial contact with suppliers on late deliveries.
• Escalates issues.
• Checks with warehouse and production regarding availability and movement of materials to detect 

Other Requirements