Job description:
Job Summary:
The Service Delivery Executive will be responsible for managing Annual Maintenance Contract (AMC) and Warranty support services for IT hardware and related solutions. The role involves ensuring timely service delivery, client coordination, vendor follow-ups, and SLA compliance to maintain high customer satisfaction levels.
Key Responsibilities:
- Manage AMC and Warranty support contracts for IT hardware (Desktops, Laptops, Servers, Networking Devices, Printers, etc.).
- Track and monitor service tickets to ensure timely closure within SLA.
- Coordinate with field engineers and service partners for call assignments and resolution.
- Follow up with OEMs/vendors for warranty claim processing and part replacements.
- Maintain AMC contract database, renewal schedules, and service records.
- Generate service reports, call logs, and performance MIS.
- Ensure preventive maintenance schedules are executed as per contract terms.
- Handle customer escalations and ensure prompt resolution.
- Support billing team with AMC invoicing and documentation.
- Maintain inventory of spare parts required for AMC support.
Key Skills Required:
- Good understanding of IT hardware and networking basics.
- Knowledge of AMC lifecycle management and SLA tracking.
- Strong coordination and follow-up skills.
- Basic knowledge of warranty claim procedures with OEMs.
- Proficiency in MS Excel and reporting tools.
- Good communication and customer handling skills.
- Ability to work under pressure and manage multiple clients.
Educational Qualification:
- Graduate in any discipline (B.Sc IT / BCA / B.Tech ).
- 2–4 years of experience in IT Service Delivery / AMC Management / Warranty Support.
Performance Indicators (KRA/KPI):
- SLA adherence percentage.
- AMC renewal rate.
- Customer satisfaction score.
- Call closure TAT.
- Accuracy of service documentation and reporting.
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
