Role Purpose
To ensure seamless installation, commissioning, maintenance, and after-sales service of drying systems at customer sites while maintaining high levels of technical reliability and customer satisfaction.
Key Responsibilities (KRAs)
KRA
Key Responsibilities
1. Installation & Commissioning
Execute timely and accurate setup of equipment at client sites
2. Customer Training
Train operators and maintenance staff post-installation
3. Breakdown Resolution
Attend service calls promptly and resolve equipment issues within committed timelines
4. Preventive Maintenance
Conduct periodic health checks and schedule preventive maintenance visits
5. Documentation
Prepare service reports, installation checklists, and feedback forms
6. Cross-functional Feedback
Share on-site design/product issues with design/R&D for improvement
7. Spare Management
Coordinate with stores/purchase for critical spare parts delivery
8. Customer Relationship
Build rapport and act as a technical point-of-contact post-sale
Key Performance Indicators (KPIs)
KPI
Target / Expectation
Commissioning Timeliness
≥ 95% completed within schedule
Breakdown Response Time
≤ 24 hours for local, ≤ 48 hours for outstation
First Time Fix Rate
≥ 90%
Customer Satisfaction Score (CSAT)
≥ 8/10
Preventive Maintenance Adherence
100% as per schedule
Service Report Submission Timeliness
Within 48 hours post-visit
Repeat Call Reduction
≤ 5% on same equipment within 3 months
Feedback Loop Closure
100% issues forwarded to design/QA within 3 days
Core Competencies
- Sound knowledge of mechanical/electrical systems, dryers, blowers, control panels
- Skilled in diagnostics, fault detection, and basic PLC interface (if applicable)
- Familiar with tools, safety procedures, and service documentation
- Good at reading mechanical drawings, electrical wiring layouts, and instruction manuals
- Proficient in Microsoft Excel/Word for service reporting
- Willing to travel frequently (sometimes at short notice)
Behavioral Traits & Culture Fit
Trait
Expected Behaviour
Customer-Focused
Addresses complaints with urgency and professionalism
Responsible
Takes full ownership of job completion and client satisfaction
Detail-Oriented
Thorough in documentation and system checks
Team Player
Collaborates with sales, design, and operations teams for seamless service
Calm Under Pressure
Maintains composure and clarity during breakdowns or difficult interactions
Initiative Taker
Proactively recommends system improvements or early fixes
Job Types: Full-time, Permanent
Pay: ₹20,000.00 - ₹30,000.00 per month
Benefits:
- Health insurance
- Leave encashment
- Provident Fund
Work Location: In person
