3rd week-Sunday 18th Oct 2012

I was assigned to be trained by the Services Commercial coordinator for three days. The Services Commercial Coordinator is responsible about the maintenance done after the installation of IT or Telephone systems for the customer. Normally each customer gets 45 days as warranty. Despite that, many customers request maintenance service after the 45 days. So in this case they have to pay AED 500 per working hour or AED 350 per working hour if the customer was from Al Rostamani Group in addition to any spare parts that they have to change. To avoid paying these amounts of money, ARC provides an Annual Maintenance Contracts, AMC, for its customers. There are two types of AMC which are comprehensive and non-comprehensive AMCs. The comprehensive AMC covers the spare parts, services any time and periodical maintenance. While the non-comprehensive AMC covers only the programming, configuration and periodical maintenance.

AMC cost: depends on how big is the IT or Telephone system is and the facilities that it contains.

Who does the Services Commercial Coordinator supervise?

She supervises five engineers and one technician who work in different systems. The technician is an expert in cabling and knows how to deal with the different systems.

System Name	NEC	Avaya	AL Catal	Philips
No. Engineers	1	2	1	1

 

What else dose the Services Commercial Coordinator?

1-    Follow up the engineers every day by calling them and record the work that have done and the locations. This record must be submitted to the General Manager in a weekly basis

2-    Follow up the payments when they are due, usually 20 days after sending the invoice to the customer

3-    Prepare a new AMC in advance for a customer with an AMC due to expire soon. Then send it and follow up if the customer agreed and signed or not

4-    Billing: To prepare an Excel sheet that contains the total amount of invoice under each engineer name and match it with their monthly target. This excel sheet must be submitted to the General Manager in a monthly basis

5-    Maintenance follow up: to allocate the months for each customer for the periodical maintenance

(She prepared an excel sheet that includes the customers’ names, their contract expiry date and their details. She highlighted the months that the service is done at. So, it is will be easy for here to know when are the following maintenance services must be done)