Job Description

Coordinate end\-to\-end project activities, ensuring timely delivery of digital signage installations and solutions.
Act as the primary liaison between clients, customers, vendors, and internal teams to ensure seamless communication and project execution.
Oversee project timelines, track progress, and ensure all deliverables meet quality standards and deadlines.
Identify potential issues early and handle escalations promptly to maintain customer satisfaction.
Collaborate with technical teams to ensure proper installation, functionality, and post\-installation support for clients.
Maintain detailed project documentation and provide regular updates to stakeholders.

Strong organizational and multitasking abilities.
Excellent communication and interpersonal skills to manage diverse stakeholders.
Problem\-solving mindset and ability to manage escalations effectively.
Experience in project coordination or management, preferably in the Audio\-Video or digital signage industry.
Proficiency with project management tools and software is a plus.

. Pending and Closed Calls Report

Maintain and share a daily service call report clearly indicating pending, in\-progress, and closed calls.
Ensure timely follow\-up on pending calls to avoid SLA breaches.

2\. Number of Chargeable Calls (Pivot Table Report)

Track and segregate chargeable and non\-chargeable calls using a pivot table and share the report with Mr. Ranjeet.
Share a consolidated monthly report highlighting total chargeable calls customer\-wise and engineer\-wise.

3\. Engineer Review Count and Sharing List

Monitor the number of reviews/feedback entries received for each engineer.
Share an engineer\-wise review count and performance summary periodically with the management team.

4\. Monthly Engineer Meeting

5\. Engineer Safety Compliance

Ensure all engineers use mandatory safety equipment while performing any service or installation activity.
Monitor and enforce compliance at all sites.

6\. Customer Coordination

Coordinate with customers before scheduling the engineer visit.
Follow up with customers after service completion to confirm closure and satisfaction.

7\. Project\-Wise Data Update

Assign customer calls to engineers and track updates daily.
Maintain a real\-time status of calls (closed, pending, repeated) in the online software (SANGAM).
Ensure engineers report upon reaching and leaving customer premises and confirm successful call completion with customer feedback.
Handle online and in\-house calls and close them promptly.
Track engineers' locations and daily activity reports (DAR).
Address gaps in engineers’ performance and report findings to HR.

Manage Annual Maintenance Contracts (AMC), including reminders, renewals, and feedback collection.
Send AMC quotations and contracts to customers, maintain follow\-ups, and update customer details in the database.
Ensure all customer records have valid email IDs and update missing details promptly.
Responsible for revenue generation through AMCs and other chargeable calls.

Maintain hard copies of call reports for unresolved online calls and update them in the system daily.
Record and track details of chargeable calls and receipts in the system.
Generate sales and performance reports as required.
Follow up on payments and ensure accurate cash flow tracking.

Coordinate material requirements and tool maintenance.
Handle product replacements and inventory updates.
Book travel arrangements for engineers and share details with accounts for processing.
Organize quarterly team\-building activities and assist in miscellaneous tasks assigned by Directors/Service Managers/HR.

Start every call with: *"Hello Bitsy, \[Name] speaking."*
Confirm feedback from customers after every call before marking it as completed.
Ensure branding stickers are pasted during dispatches of kiosks or video walls.

Ensure compliance with standard processes for call management and reporting.
Notify and escalate issues such as gaps in engineer reviews or repeated call problems to management.