Key Responsibilities:
1. Customer Satisfaction & Support:
a) Ensure Minimum Customer Satisfaction 90% through effective field team (FSE) performance and remote technical support.
b) Drive Principal satisfaction to 90% via timely service delivery, escalations handling, and strategic coordination.
c) Deliver L1 Technical Support to field teams for resolving escalated technical issues.
2. Technical & Operational Oversight:
a) Guide and monitor First Visit Resolution (FVR) to maintain 80% for calls closed within SLA.
b) Analyse and review MIS for Repetitive Failures, MTBF, MTBFF and initiate corrective actions.
c) Conduct monthly audits of defective spares to identify unnecessary replacements and control consumption.
d) Review spare requirements and ensure timely verification and approval.
3. Spare Parts Management & Revenue Enhancement:
a) Analyse spare consumption and guide FSEs to increase chargeable spare sales by 5% annually.
b) Implement strategies for spare cost reduction by 5% through awareness of repairs vs. replacements.
c) Provide technical support for additional revenue generation through the execution of programs and project activities.
4. Tools & Compliance Management:
a) Conduct random tool audits (minimum 3 FSEs/quarter) to ensure availability and compliance.
b) Ensure tool kits and special tools are available and properly maintained with each FSE.
c) Maintain a zero accident work culture and ensure 100% compliance with HSE norms.
5. Reporting & Coordination:
a) Coordinate with CO-TKC for various projects and the timely submission of technical reports.
b) Work closely with automation vendors, and internal departments for supply chain, project execution, and escalations.
c) Participate in joint visits with TIPL and customers for handling critical cases.
6. Audits, Integrity & Vigilance:
a) Coordinate and assist in field audits and special inspections.
b) Liaise with vigilance and enforcement agencies for integrity monitoring and compliance actions.
7. Training & Development:
a) Identify training needs and provide technical training to field staff to enhance service quality and efficiency.
