Role & responsibilities

1. Monitor and manage field service activities to ensure achievement of operational KPIs, including reaction time, time to submit, repair calls within TAT and first-time fix rate.
2. Ensure CRM compliance, data quality and timely reporting of service activities.
3. Manage direct customer service operations, including cost estimation, waiting-period control and timely preventive maintenance of machines.
4. Conduct joint visits to key customers to assess customer satisfaction and identify opportunities for service improvement.
5. Drive branch service revenue through increased service contracts, Annual Rate Contracts (ARC) and detergent sales.
6. Monitor customer escalations, conduct Root Cause Analysis (RCA) and implement corrective and preventive actions.
7. Conduct regular branch service team reviews, manage team development and ensure optimum utilization of tools, equipment and resources.
8. Monitor branch revenue, receivables and expenses, ensuring achievement of operational and financial KPIs.
9. Provide technical and operational support to dealers, monitor service quality, manage asset transfers and support recent dealer onboarding and audits.
10. Monitor warranty costs,



reduce no-part visits, support dealer warranty claims and ensure compliance with warranty approval processes.
11. Plan and optimize branch resource deployment to ensure efficient utilization of field service engineers.
12. Ensure timely payment follow-ups, collections, GRN generation and resolution of financial disputes. Coordinate OEF approvals with the Regional Manager.
13. Ensure implementation and adherence to company HR, Service and Finance policies at the branch level.

Preferred candidate profile

- 6 to 12 years of experience in field service operations, with hands-on technical and operational experience in equipment servicing and troubleshooting.
- Proven experience in independently managing branch operations and leading a team of field service engineers.
- B.Tech or Diploma in Mechanical, Electrical or Electronics Engineering.
- Willingness to travel outstation approximately 4050% of the time.
- Experience in industrial cleaning equipment, capital machinery or allied service sectors will be preferred.
- Strong verbal and written communication skills.

📌 Assistant Service Manager (Chandigarh)
🏢 KARCHER
📍 Chandigarh