Emergency Response Team

KRA/ JD : Technician

• Technician will call the rider within 10 minutes after ticket allocated.
• Technicians will visit at ticket site within 1 hour to resolve the issue.
• Resolve ticket to use "First time right" method within TAT (including

travel time).

• Enter ticket details update in Mobile App (Fresh Service) in real time

before next ticket visit.

• Technician has committed to finish the ticket in his respective area.
• Company provides the tools, process and training for unlock the

stuck BP from vehicle and QIS.

• Company can shift to technician another area as per load of tickets

within state.

• ERT team is available to work in shifts first is 7Am 3Pm and

second is 3Pm 11Pm.

• Avoid the leave and holidays in festive season.
• Company provides the two-wheeler to work in the field until vehicle

not issue to technician, technician can use own vehicle and public

transport to visit at ticket site for resolution. Company is liable to pay

the expenses during that period.

• Technician must be fluent in regional/ State language including Hindi

& English.

• Technician can’t be switch off mobile phone for contact on duty time.
• Level-1, technician Informs to supervisor if have any issue during the

ticket closure.