Area Service In-charge

Responsibilities

• Service Request Management: Monitoring the portal/Oil Company portal for new Service Request Number. Assigning calls to Field Engineers based on geographical area, RO, nozzle, etc. Real-time tracking and updating of calls status based on feedback from Field Engineers. Ensuring calls closure within SLA to avoid penalties.
• Spare Parts Management: Identifying spare part requirements based on Field Engineer findings. Coordinating with the store department for timely arrangement and delivery of spares to field engineers. Managing monthly spares reconciliation for Field Engineers.
• Financial Management: Penalty settlement for service calls SLA breached with customers negotiations for reduction. Timely Invoice raising annexure approval with principle submission. Follow-up with customers for timely collection resolve queries.
• Team Management: Preparing and sharing daily work plans with the team. Monitoring team attendance and reporting to the office. Planning and implementing strategies to enhance the technical skills of team members. Ensuring equitable distribution of workload among Field Engineers. Ensuring availability of toolkits and PPE for all Field Engineers. Collecting defective parts and documents from Field Engineers twice a week.
• Customer Relationship Management: Responding promptly to customer calls and emails. Sending quotations to customers for chargeable jobs. Supporting Field Engineers during the introduction of new equipment or business activities. Preparing and sharing the PM schedule of equipment with Oil Co and Field engineers in advance of cycle. Execution of PM schedule and ensuring the availability of PM reports to FA for billing.
• Operational Efficiency Compliance: Active participation in implementing systems, guidelines, and SOPs in the field. Ensuring compliance with Oil Company procedures and Health Safety policies in the field. Providing detailed reports with approval/PO for all chargeable work completed to the FA department for billing. Reporting any urgent concerns or abnormal field activity to the State Head/Regional Manager.
• Performance Improvement: Identifying opportunities to improve team performance and operational efficiency. Working closely with the State Head/Regional Manager to implement strategies for growth and improvement.

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