AreaCalculative ResponsibilitiesKPI AchievementEnsure 95%+ service KPI compliance across all service centers (turnaround time, first-fix rate, CSI) Customer ExperienceMaintain Customer Satisfaction Index (CSI) ≥ 88/100; resolve 100% of complaints within 48 hours Service QualityAchieve ≥90% first-fix rate; reduce repeat repairs by 15% quarter-over-quarter Team LeadershipLead 5–15 technicians; complete Training Needs Analysis (TNA) for 100% of team annually; achieve 85%+ skill certification Operational VolumeAchieve projected service volume plan (100%+); process 50+ job cards/day per flagship workshop Warranty & PDIManage 100% warranty claim documentation; reduce warranty rejection rate to <5%; support PDI for all new deliveries Turnaround TimeReduce average service turnaround time to ≤4 hours for standard repairs; ≤24 hours for complex diagnostics Inventory & PartsMaintain parts inventory accuracy ≥98%; reduce parts shortage incidents by 20% quarterly Payment CollectionAchieve 95%+ payment collection rate at service delivery; reduce billing discrepancies by 10% Service MarketingExecute 2–3 service marketing activities/month; generate 50+ leads per campaign SOP ComplianceDocument and enforce 100% adherence to Service SOPs; conduct monthly SOP audits with 95% compliance score Budget ManagementManage service operation budget with ≤5% variance; reduce labor cost per job by 8% annually Safety ComplianceEnsure 100% high-voltage safety protocol adherence (LOTO, insulated PPE); 0 safety incidents per quarter
Work Location: In person
