Job Description
Mission
Assess the end user’s perspective of service performance through customer surveys
Monitor and review the service performance (Service Performance Management)
Coordinate the development of service level agreements (Service Level Management) and on-going management of service level compliance – internal within Epiroc as well as externally between Epiroc and its Partners
Identify areas for enhancement and continuous improvement, as well as engage in proactive end user satisfaction analysis and apply feedback to the End Users Support processes and teams
Communicate, prioritize and resolve delivery issues and risks
Change Management: Participate in Global/ Regional Change Advisory Boards. Follow up on change requests beginning to end in the area of the End Users Support
Dispute and Escalation Management
Provide real-time analysis of daily incident volumes and customer experience to ass...