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...