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Senior Service Executive - Customer Care Centre

Agfa -
Thane District, Maharashtra

Apply Now

Job details

Qualifications

Management
Inventory management
Procurement
SAP
SAP Materials Management
Master's degree
Analysis skills
Bachelor's degree
Supply chain management
Business Administration
Business management
Diploma
MBA

Full job description

Agfa Radiology Solutions

For this division we are looking for a (m/f)

Senior Service Executive – Customer Care Centre (CCC) – Thane City

You will be an integral part of our Customer Operations and Service Logistics team.

Job summary

The Senior Service Executive – CCC is responsible for managing end-to-end service operations with a strong focus on spare parts coordination, service efficiency, and customer satisfaction. This role ensures seamless after-sales support by working closely with Regional service managers, field service engineers, managing inventory, handling escalations, and maintaining accurate service records and system data.

Main responsibilities:

Customer Service & Spare Parts Coordination

Act as the primary point of contact for Field Service Engineers for spare parts support
Ensure availability, allocation, and timely dispatch of spare parts
Coordinate with warehouses and vendors for procurement and supply continuity
Monitor and track spare parts movement to prevent service delays
Plan inventory levels based on usage trends and forecasting.

Manage the import and export of spare parts in coordination with the clearance team, ensuring compliance with all required technical and supporting documentation

2. Service Operations Management

Ensure timely support for ongoing service activities
Minimize service downtime by ensuring quick availability of spare parts
Support preventive and breakdown maintenance through effective coordination

3. Inventory & Logistics Management

Planning of spare parts requirement and organize procurement activities required for the timely and efficient inventory (AGFA NV & Local third Party vendors)
Track inventory across locations and maintain optimum stock levels across all plants
Analyse consumption patterns to optimize inventory planning and reduce excess stock

4. Service Administration & Systems

Maintain accurate service records and documentation
Ensure data integrity and accuracy in ERP/CRM systems and SAP
Manage service contract billing in SAP
Oversee tracking of spare parts (both serviceable and defective) from field locations and ensure their timely return and reconciliation at the central warehouse

5. Reporting & MIS

Generate service MIS reports and prepare MIS dashboards
Analyze service performance metrics and identify areas for improvement
Provide actionable insights to management based on data analysis

6. Team & Cross-Functional Coordination

Guide and support junior service coordinators/executives
Coordinate with regional service teams, logistics, internal departments, and warehouse teams
Ensure smooth communication and collaboration across all service functions

Profile

Graduate with MBA / Diploma preferred in Logistics Management, Supply Chain Management or Business Management
5+ years of progressive experience in Service operations
Inventory management, Procurement and planning experience
Proficiency in Systems: SAP SD & MM module & Microsoft platforms
Candidate must have demonstrated a high degree of planning, organizational, analytical, and financial skills and be able to partner and communicate with all levels of an organization from warehousing staff to the senior management

Experience in just-in-time and/or forecast planning, customer relations or other business related activities is a plus

Apply Now

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