Technical Support Supervisor[team Manager]
Dell International Services
Pvt Ltd, Mohali. Technical Support Supervisor[Team Manager], Consumer Technical support, US. Dispatch Review Team: DRT review the dispatch from the floor as per the policy and process the dispatches, team is held responsible for processing the dispatches within the time line to meet the SLA so that parts reach on time and service can be done. To provide a better customer service DRT team has an SLA to meet called FTC[Fixed to commit]. For any floor queries we have mailbox CHN_DRT@dell.com. We resolve the queries like part backlog, dispatch in IP status for long, system exchange status and non-system exchange dispatches, expediting Dispatches etc. team checks the MPD parts, 5 good lines, part BO, troubleshooting etc. team checks the hygiene so that proper troubleshooting is done to control RDR[Repeat Dispatch Rate] and DR[Dispatch Rate], MPD[Multiple Parts Dispatched] etc. Team showed tremendous turn over on a critical HDD backlog, team was able to put a cap on unnecessary HDD dispatches. Sharing the DRT communication and the updates through fliers. Indirectly team plays a supporting role to achieve floor metrics. Motivating the team to follow hygiene, timely logging in and logout, managing beaks, schedule adherence. Guiding and motivating team to take active participation in various floor activities. DRT team managed to win on various floor FUN activities, fun@work. DRT team checks the hygiene so that proper troubleshooting is done to control RDR[Repeat Dispatch Rate] and DR[Dispatch Rate], MPD[Multiple Parts Dispatched] etc. Team keeps check on unnecessary part addition. Team keep a check on diagnostic error codes for any hardware part replacement. Scrub Team: Team scrubs the floor metrics hits like RDR, CE, XPR, PCDr, and System exchange Scrubs, ownership failures. Preparing Decks for SMPT with scrub analysis.