Role Summary
The Service Support Centre Executive supports the Vehicle Location Tracking Device (VLTD) process as per AIS 140 norms. The role connects vehicle owners, authorized fitment centres, and RTO/VAHAN authorities to ensure proper installation, activation, and monitoring of GPS devices and panic buttons in commercial vehicles for passenger safety.
Key Roles and Responsibilities
1. Customer Support & Issue Resolution
· Act as the first point of contact for vehicle owners for VLTD installation and device issues.
· Resolve complaints related to device malfunction, GPS connectivity, and panic button errors.
2. VAHAN & Backend Operations
· Register and tag VLT devices with vehicle details (chassis and engine number) in VAHAN 4.0 and the state backend system.
· Update device status and ensure accurate data entry in the portal.
3. Coordination with Fitment Centres
· Coordinate with authorized dealers and fitment centres for timely device installation.
· Support technicians during activation and resolve technical errors.
4. Panic Button Verification
· Check and confirm that the panic button is working and linked to the server.
· Ensure alerts are received at the command control centre.
5. Documentation & MIS Reporting
· Maintain records of installations and approvals.
· Generate VAHAN certificates after RTO approval.
· Prepare daily and monthly MIS reports.
6. Compliance Monitoring
· Ensure devices meet AIS 140 standards, including IRNSS (Indian Regional Navigation Satellite System)/GAGAN (GPS Aided GEO Augmented Navigation) support.
· Track validity of SIM connectivity for a minimum of two years.
Daily Tasks and Activities
· Whitelist IMEI numbers of newly installed devices in the backend.
· Troubleshoot devices not showing online by sending SMS commands to reconfigure server IP.
· Schedule appointments for vehicle owners with RTO inspectors (MVI-Motor Vehicle Inspector) for approval.
· Monitor dashboard for devices showing “Not Live” or “Offline” status and resolve issues.
· Monitor panic alerts and guide drivers/owners in case of false alarms.
Key Performance Indicators (KPIs)
- First Call Resolution (FCR): Resolving device issues without escalation.
- Setup TAT (Turnaround Time): Time taken from installation to activation.
- Vehicle Compliance Percentage: Ensuring 100% data visibility on the government portal.
Pay: ₹12,000.00 - ₹15,000.00 per month
Work Location: In person
