Senior Service Executive - Customer Care Centre

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