1. Client Coordination
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Act as the primary point of contact for assigned client accounts (e.g. branch/site stakeholders) for day-to-day service requests, scheduling, and status updates.
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Log, track, and follow up on all client-raised service requests (SRs) from creation through to closure, ensuring accuracy of asset, site, and issue details.
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Communicate proactively with clients on visit scheduling, delays, and resolution timelines; keep clients informed before they need to ask.
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Coordinate site access, approvals, and documentation required for vendor visits (spares approvals, civil/plumbing sign-offs, etc.).
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Escalate unresolved or at-risk tickets through the L1/L2/L3 escalation matrix within defined TAT thresholds.
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Collect and log client feedback after service closure; flag recurring complaints or dissatisfaction to the Team Leader.
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Support preparation of client-facing status reports (branch completion status, SLA adherence, spend summaries).
2. Vendor Management & Coordination
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Maintain and continuously update the vendor/contractor directory for the assigned territory (coverage area, unit expertise – e.g. Carrier, Blue Star, capacity, and rate cards).
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Assign and schedule vendor visits against open SRs, balancing urban (12-hr) and rural (36-hr) TAT targets by severity tier (P1/P2/P3).
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Track vendor adherence — visit punctuality, first-time-fix rate, and rework incidents — and maintain a running vendor performance record.
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Verify vendor-submitted job cards, spares usage, and cost entries against approved scope before closure; flag out-of-scope or inflated charges.
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Coordinate onboarding, documentation (agreements, compliance/insurance where applicable), and rate confirmation for new vendors.
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Conduct periodic vendor review conversations with underperforming vendors alongside the Team Leader, and recommend vendor mix changes to improve coverage or cost.
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Ensure preventive maintenance (PM) schedules are assigned and completed on time, protecting the preventive-to-reactive ratio.
3. Growth & Business Targets
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Own a week-on-week growth target for the assigned account(s)/territory — measured through ticket volume, upsell of additional services (AMC upgrades, EV charger add-ons), or new site onboarding, as defined by the Team Leader.
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Identify white-space opportunities within existing client accounts (uncovered branches/sites, expiring contracts, additional asset categories) and route qualified leads to the sales/BD team.
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Support renewal readiness by tracking AMC contract end-dates and flagging renewals at least 60 days in advance.
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Track and report progress against growth targets in the weekly ops review, alongside SLA/TAT, escalations, and vendor performance.
4. Reporting & Documentation
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Maintain accurate, current SR-level data (status, TAT, cost, category) in Inspacco's tracking systems/Excel trackers.
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Prepare and submit weekly/monthly MIS inputs covering SLA compliance, rework rate, preventive-to-reactive ratio, and vendor adherence for the assigned territory.
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Flag data quality issues (missing asset IDs, uncategorized costs, incomplete job cards) for correction at source.
