The function of the PMC team to Open, Monitor and React to workorders in eMaintech. Communication is key.
- Understands and uses eMaintech, and well as other customer ticketing systems Microsoft Outlook, and Maintech’s phone system effectively
- Acknowledges Customer tickets upon opening
- Verifies accuracy of opening information with customer
- Assesses new Work Orders (WO) and, with the help of eSR, assigns WO to individual field engineers as well as TOC2 or TOC3 as necessary
- Orders parts for Parts Only WO
- Obtains tracking information from logistics & purchasing and posts it in eMaintech (eMT) and communicates same to customer
- Takes ownership and oversees entire process from beginning to end for Bank of America (BOA) desktop WO.
- Takes ownership of labor only WO requiring Labor on Demand (LOD)
- Opens tickets for LOD work orders with appropriate vendor
- Coordinates technician site visits with customers and vendors
- Updates eMaintech with timely, accurate, and unambiguous information (including time stamps)
- As needed, communicates with customers, subcontractors, partners and other Maintech personnel
- Monitors email traffic to identify actionable emails
- Follows TOC guidelines for marking and tracking emails
- Represents Maintech in a positive and professional manner
- Develops and uses excellent interdepartmental working skills to satisfy clients and achieve company goals
- Offers constructive criticism and solutions to improve company performance and increase customer satisfaction
- Identifies wasteful or inefficient practices and other unnecessary expenses
- Strives to prevent Escalations and other negative service call experiences; voluntarily assists team to mitigate customer service issues
- Recognizes situations requiring a service call escalation and follows proper escalation procedures
- Performs all duties as assigned by management
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Job Type: Full-time
Pay: $15.00 - $20.00 per hour
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- On call
- Weekend availability
Work Location: Remote
Speak with the employer
+91 7327082159
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