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 robust 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

Monitor completion status of service campaigns (Bandhan Anubandhan PM, CSP)

Technical Support Escalation Handling:



Provide initial technical support to the field service team and escalate complex issues appropriately

Handle customer escalations within your area

Warranty Quality Management: Ensure proper handling of parts/engine returns and adherence to warranty processes

Focus on improving the quality of claims (warrantable, complaint/resolution codes) and the accuracy of eFSR data (error codes, failure details)

Ensure check sheets are utilized where required and strive for a high warranty audit score

Operational Efficiency: Ensure service vans and branded two-wheelers are effectively utilized

Support the implementation of service campaigns within your area

Reporting Compliance: Provide regular updates on service performance and adherence to operational guidelines

Disclaimer: This job posting 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.

📌 Key Accounts Engineer- Railway-Senior Officer/Senior Engineer (Indore)
🏢 Kirloskar Industries
📍 Indore