Job Description (JD) Core Responsibility
Lead Field Service operations ensuring:
- Quick response
- Maximum on-site resolution
- Professional customer interaction
- 100% reporting compliance (ERP + system)
A) Field Operations Execution
Attend complaints based on Sales & CRM allocation
Core Equipment Handling:
- LT Motors
- DC Motors
- Alternators (DG Sets)
- Industrial Pumps
- Electro-magnetic coils
Basic Exposure (Not Core Execution):
- HT Motors
- Wind Turbine Generators
- Turbine Generators
- Distribution Transformers
Scope Rule (Critical):
- Only primary-level rectification at site
- Major faults → Shift to workshop with clear recommendation
B) Team Handling & Deployment
- Lead 4–10 Field Engineers
- Daily job allocation & tracking
- Route planning & travel optimization
- Emergency prioritization
Ensure:
- Response discipline
- Productivity
- Field coordination efficiency
C) Customer Handling & Satisfaction
- Direct interaction at customer site
- Handle complaints, expectations, escalations
Ensure:
- Clear communication
- Proper technical explanation
Mandatory:
- Customer Satisfaction Form (Google Form) – submitted on-site immediately
D) Technical Diagnosis & Support
- Perform first-level fault diagnosis
- Support engineers in complex cases
- Personally attend critical/VIP complaints
Knowledge required:
- Electrical faults
- Mechanical issues
- Application-related failures
E) Reporting & Documentation (STRICT SYSTEM)
Within 24 Hours – Mandatory
Submit:
- Test Report
- MOM (Minutes of Meeting)
Ensure team updates in system:
- Complaint date
- Customer details
- Complaint history
- Engineer attended
- Remarks
Zero-delay policy for reporting
F) ERP System Usage (CRITICAL)
- Perform daily service entries in ERP
- Update:
- Complaint details
- Service actions taken
- Materials / spares used
- Time & visit details
- Ensure 100% entry within 24 hours
- Use ERP for:
- Complaint tracking
- Service history
- Customer-wise analysis
- Generate reports for:
- Pending vs closed complaints
- Repeat failures
- Engineer productivity
Objective: Build a fully data-driven Field Service Department
G) Tools, Vehicles & Asset Control
Manage:
- Service vehicles (Cars / Two-wheelers)
- Tools & kits
- Testing instruments
Ensure:
- Availability
- Proper usage
- Preventive maintenance
H) Coordination
- Sales & CRM → Job allocation
- SO Team → Technical support
- Workshop → Major repair handling
I) Emergency Response
- Immediate travel readiness
- Breakdown handling
- Flexible working hours when required
3) Roles & Responsibilities (R&R)
- Lead Field Service Department
- Execute and monitor all site activities
- Ensure customer satisfaction
- Maintain strict reporting discipline (ERP-based)
- Handle escalations professionally
- Support technical decisions
- Build scalable field service system
4) Key Result Areas (KRA)
- Complaint closure efficiency
- Customer satisfaction level
- Field response time
- Team productivity
- Reporting compliance (within 24 hrs)
- Reduction in repeat complaints
- Proper escalation to workshop
- ERP usage effectiveness
5) Key Performance Indicators (KPI)
- Response Time ≤ 24 hrs
- First Visit Resolution ≥ 70%
- Report Submission Compliance = 100%
- ERP Entry Compliance = 100%
- Data Accuracy ≥ 95%
- Customer Satisfaction ≥ 90%
- Repeat Complaints ↓
- Jobs per Engineer per Day
- Emergency response effectiveness
6) KSA (Knowledge, Skills, Attitude)
Knowledge
- Electrical rotating machines (LT, DC, Alternators, Pumps, Coils)
- Basic exposure to HT motors & Transformers
- Mechanical fundamentals
- Field service operations
Skills
Technical Skills:
- Electrical & mechanical knowledge
- Basic testing (electrical/mechanical)
- Root Cause Analysis (basic level)
Operational Skills:
- Planning & scheduling
- Time management
- Report writing (Test Report & MOM)
- Tools & instrument handling
People Skills:
- Customer handling
- Communication
- Emotional control
- Team handling
System & Digital Skills:
- Computer usage (Email, MS Office, Excel)
- Google tools (Forms, Sheets)
- ERP usage (Mandatory):
- Data entry
- Job tracking
- Report extraction
- Basic analysis
- Basic AI tools usage (job-related)
Language:
- Tamil – Must
- English – Must
- Hindi – Added advantage
Mandatory Practical Skills
- Four-wheeler driving – Must
- Willingness to travel extensively
- Emergency mobility readiness
Attitude
- Service mindset
- Ownership
- Discipline
- Continuous learning
- Problem-solving approach
7) Qualification
B.E / B.Tech – Electrical (Preferred) Diploma acceptable (with strong field experience) Basic mechanical exposure required
8) Experience Required
- 5–8 years total experience Service Industry
- Minimum 4–5 years in Field Service (Mandatory) Motor Service Industry
- Team handling exposure preferred
Pay: ₹25,000.00 - ₹35,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Leave encashment
- Paid time off
- Provident Fund
Work Location: In person
