Key Responsibilities:
Manage end-to-end service operations across assigned territories ensuring SLA and

TAT compliance.
Handle and monitor Authorized Service Partners (ASP) performance, productivity,

and operational discipline.
Drive timely closure of service calls while minimizing pending, ageing, and repeat

calls.
Conduct regular audits and review meetings with service partners to ensure

compliance with company SOPs and quality standards.
Manage customer escalations and ensure high levels of customer satisfaction

(CSAT/NPS).
Monitor field engineer performance and provide technical guidance, training, and skill

development support.
Ensure proper spares planning, inventory control, and parts availability to avoid

service delays.




Analyze service KPIs including FTFR, repeat calls, ageing, PPC, and productivity,

and implement corrective actions.
Prepare daily, weekly, and monthly MIS reports related to service operations and

partner performance.
Ensure accurate system updates, warranty claim processing, documentation, and

service portal compliance.
Conduct root cause analysis for chronic issues and implement preventive measures to

improve service quality.
Maintain robust relationships with corporate customers, channel partners, and internal

stakeholders.

📌 Field Service Engineer Kochi
🏢 CIEL HR
📍 Kochi