Job Description (JD) Core Responsibility

Lead Field Service operations ensuring:

- Quick response
- Maximum on-site resolution
- Professional customer interaction
- 100% reporting compliance (ERP + system)

A) Field Operations Execution

Attend complaints based on Sales & CRM allocation

Core Equipment Handling:

- LT Motors
- DC Motors
- Alternators (DG Sets)
- Industrial Pumps
- Electro-magnetic coils

Basic Exposure (Not Core Execution):

- HT Motors
- Wind Turbine Generators
- Turbine Generators
- Distribution Transformers

Scope Rule (Critical):

- Only primary-level rectification at site
- Major faults → Shift to workshop with clear recommendation

B) Team Handling & Deployment

- Lead 4–10 Field Engineers
- Daily job allocation & tracking
- Route planning & travel optimization
- Emergency prioritization

Ensure:

- Response discipline
- Productivity
- Field coordination efficiency

C) Customer Handling & Satisfaction

- Direct interaction at customer site
- Handle complaints, expectations, escalations

Ensure:

- Transparent communication
- Proper technical explanation

Mandatory:

- Customer Satisfaction Form (Google Form) – submitted on-site immediately

D) Technical Diagnosis & Support

- Perform first-level fault diagnosis
- Support engineers in complex cases
- Personally attend critical/VIP complaints

Knowledge required:

- Electrical faults
- Mechanical issues
- Application-related failures

E) Reporting & Documentation (STRICT SYSTEM)

Within 24 Hours – Mandatory

Submit:

- Test Report
- MOM (Minutes of Meeting)

Ensure team updates in system:

- Complaint date
- Customer details
- Complaint history
- Engineer attended
- Remarks

Zero-delay policy for reporting

F) ERP System Usage (CRITICAL)

- Perform daily service entries in ERP
- Update:
- Complaint details
- Service actions taken
- Materials / spares used




- Time & visit details
- Ensure 100% entry within 24 hours
- Use ERP for:
- Complaint tracking
- Service history
- Customer-wise analysis
- Generate reports for:
- Pending vs closed complaints
- Repeat failures
- Engineer productivity

Objective: Build a fully data-driven Field Service Department

G) Tools, Vehicles & Asset Control

Manage:

- Service vehicles (Cars / Two-wheelers)
- Tools & kits
- Testing instruments

Ensure:

- Availability
- Proper usage
- Preventive maintenance

H) Coordination

- Sales & CRM → Job allocation
- SO Team → Technical support
- Workshop → Major repair handling

I) Emergency Response

- Immediate travel readiness
- Breakdown handling
- Flexible working hours when required

3) Roles & Responsibilities (R&R;)

- Lead Field Service Department
- Execute and monitor all site activities
- Ensure customer satisfaction
- Maintain strict reporting discipline (ERP-based)
- Handle escalations professionally
- Support technical decisions
- Build scalable field service system

4) Key Result Areas (KRA)

- Complaint closure efficiency
- Customer satisfaction level
- Field response time
- Team productivity
- Reporting compliance (within 24 hrs)
- Reduction in repeat complaints
- Proper escalation to workshop
- ERP usage effectiveness

5) Key Performance Indicators (KPI)

- Response Time ≤ 24 hrs
- First Visit Resolution ≥ 70%
- Report Submission Compliance = 100%
- ERP Entry Compliance = 100%




- Data Accuracy ≥ 95%
- Customer Satisfaction ≥ 90%
- Repeat Complaints ↓
- Jobs per Engineer per Day
- Emergency response effectiveness

6) KSA (Knowledge, Skills, Attitude)

Knowledge

- Electrical rotating machines (LT, DC, Alternators, Pumps, Coils)
- Basic exposure to HT motors & Transformers
- Mechanical fundamentals
- Field service operations

Skills

Technical Skills:

- Electrical & mechanical knowledge
- Basic testing (electrical/mechanical)
- Root Cause Analysis (basic level)

Operational Skills:

- Planning & scheduling
- Time management
- Report writing (Test Report & MOM)
- Tools & instrument handling

People Skills:

- Customer handling
- Communication
- Emotional control
- Team handling

System & Digital Skills:

- Computer usage (Email, MS Office, Excel)
- Google tools (Forms, Sheets)
- ERP usage (Mandatory):
- Data entry
- Job tracking
- Report extraction
- Basic analysis
- Basic AI tools usage (job-related)

Language:

- Tamil – Must
- English – Must
- Hindi – Added advantage

Mandatory Practical Skills

- Four-wheeler driving – Must
- Willingness to travel extensively
- Emergency mobility readiness

Attitude

- Service mindset
- Ownership
- Discipline
- Continuous learning
- Problem-solving approach

7) Qualification

B.E / B.Tech – Electrical (Preferred) Diploma acceptable (with strong field experience) Basic mechanical exposure required

8) Experience Required

- 5–8 years total experience Service Industry
- Minimum 4–5 years in Field Service (Mandatory) Motor Service Industry
- Team handling exposure preferred

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

- Cell phone reimbursement
- Health insurance
- Leave encashment
- Paid time off
- Provident Fund

Work Location: In person

📌 Senior Engineer - Field Service (Erode)
🏢 CURRENT ELETRO MECH
📍 Erode