- Service Operations Management: Oversee service activities within the assigned area, ensuring timely and effective resolution of customer issues. Monitor and strive to improve key service response times (Warranty SR within 2 4 hours, CC SR within 48 hours) and repair turnaround times (MaxTTR - Warranty within 24 48 hours).
- Customer Relationship Management: Build and maintain solid relationships with customers within your area. Conduct VOC (Voice of Customer) visits for detractors to achieve satisfaction and for passive customers to ensure service report closure. Address VOC related to extended repair times (MaxTTR > 7 Days).
- Team Leadership Development: Lead and develop the front-end technical service team in your area, ensuring adequate trained manpower. Focus on improving eFSR (Electronic Field Service Report) adherence and quality.
- Performance Monitoring Improvement:



Track and analyze key performance indicators, including FTR (First Time Right), FVR (First Visit Resolution), and CDI-Transactional customer satisfaction scores.
- Technical Support Escalation Handling: Provide initial technical support to the field service team and escalate complex issues appropriately. Handle customer escalations within your area.
- Knowledge on new emission engines will be preferable.

Disclaimer: This job posting & Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Officer/Engineer-Service (West Bengal)
🏢 Kirloskar Industries
📍 West Bengal