Role Purpose

To ensure seamless installation, commissioning, maintenance, and after-sales service of drying systems at customer sites while maintaining high levels of technical reliability and customer satisfaction.

Key Responsibilities (KRAs)

KRA

Key Responsibilities

1. Installation & Commissioning

Execute timely and accurate setup of equipment at client sites

2. Customer Training

Train operators and maintenance staff post-installation

3. Breakdown Resolution

Attend service calls promptly and resolve equipment issues within committed timelines

4. Preventive Maintenance

Conduct periodic health checks and schedule preventive maintenance visits

5. Documentation

Prepare service reports, installation checklists, and feedback forms

6. Cross-functional Feedback

Share on-site design/product issues with design/R&D; for improvement

7. Spare Management

Coordinate with stores/purchase for critical spare parts delivery

8. Customer Relationship

Build rapport and act as a technical point-of-contact post-sale

Key Performance Indicators (KPIs)

KPI

Target / Expectation





Commissioning Timeliness

≥ 95% completed within schedule

Breakdown Response Time

≤ 24 hours for local, ≤ 48 hours for outstation

First Time Fix Rate

≥ 90%

Customer Satisfaction Score (CSAT)

≥ 8/10

Preventive Maintenance Adherence

100% as per schedule

Service Report Submission Timeliness

Within 48 hours post-visit

Repeat Call Reduction

≤ 5% on same equipment within 3 months

Feedback Loop Closure

100% issues forwarded to design/QA within 3 days

Core Competencies
- Sound knowledge of mechanical/electrical systems, dryers, blowers, control panels
- Skilled in diagnostics, fault detection, and basic PLC interface (if applicable)
- Familiar with tools, safety procedures, and service documentation
- Valuable at reading mechanical drawings, electrical wiring layouts, and instruction manuals
- Proficient in Microsoft Excel/Word for service reporting
- Willing to travel frequently (sometimes a

📌 Service Engineer (Howrah)
🏢 Gem Drytech Systems
📍 Howrah