INDORE · FULLTIME
Key Accounts Engineer- Railway-Senior Officer/Senior Engineer
Kirloskar Industries
Indore · onsite · Posted 5d ago
Sourced from
Undisclosed3–7 yrsfulltimeIndore
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Section · 01
About this role
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)
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 strong 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)
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
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)
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
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
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
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.
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Section · 02
Skills
customer satisfactionEscalation HandlingcrmTechnical SupportPerformance monitoringleadershipField ServiceoperationscomplianceService Operationsquality management