? Role Purpose To manage end-to-end MRO operations including repair execution, RMA handling, quality control, TAT adherence, spare parts management, and team supervision while ensuring SLA compliance, customer satisfaction, and service revenue optimization.
? Key Responsibilities
1️⃣ MRO Operations Management
- Oversee daily repair activities and ensure adherence to defined TAT and SLA.
- Monitor RMA inflow, repair queue, and dispatch status.
- Ensure proper diagnosis, troubleshooting, and quality validation of repaired units.
- Drive First Time Fix Rate (FTFR) and reduce repeat failures.
2️⃣ KPI & Performance Monitoring
- Track and analyse KPIs such as:
- MTTR (Mean Time to Repair)
- Repair Yield %
- Repeat Failure Rate
- Cost per Repair
- SLA Compliance %
- Prepare daily/weekly/monthly MIS reports.
- Identify trends and initiate corrective actions.
3️⃣ Quality & Compliance
- Ensure adherence to quality standards and repair SOPs.
- Conduct Root Cause Analysis (RCA) and implement CAPA.
- Maintain proper repair documentation and traceability.
- Ensure ESD and safety compliance.
4️⃣ Spare Parts & Inventory Control
- Monitor spare parts consumption and availability.
- Coordinate with SCM for critical spares planning.
- Track slow-moving and obsolete inventory.
- Control repair cost through effective material utilization.
5️⃣ Customer & Commercial Coordination
- Handle technical escalations and customer queries.
- Provide failure analysis reports to customers/OEM.
- Support warranty claims and service billing documentation.
- Participate in service review meetings.
6️⃣ Team Management
- Supervise and allocate work to technicians.
- Maintain skill matrix and drive cross-training.
- Monitor productivity and repair efficiency.
- Ensure discipline and process adherence.
? System & Digital Responsibilities
- Use ERP/SAP for RMA, material movement, and reporting.
- Prepare data-driven performance dashboards (Excel/Power BI preferred).
- Support process automation and digital initiatives.