Monitor follow-up actions with the team and coordinate both customer personnel and in-house resources to troubleshoot and resolve issues, ensuring timely closure. Conduct monthly service review meetings and submit meeting minutes and reports in a timely manner.
Perform reviews and QC to ensure all customers monthly service reports are accurate and submitted timely to committed customers.
Monitor and track customer complaints and related issues, ensuring timely resolution to satisfaction of the customer (TSM Request and Issue Management Tracker). Compile and submit TSM reports for DCTSM health reporting to management.
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