1.Service Request Management:
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Monitoring the portal/Oil Company portal for new Service Request Number.
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Assigning calls to Field Engineers based on geographical area, RO, nozzle, etc.
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Real-time tracking and updating of calls status based on feedback from Field Engineers.
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Ensuring calls closure within SLA to avoid penalties.
2.Spare Parts Management:
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Identifying spare part requirements based on Field Engineer findings.
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Coordinating with the store department for timely arrangement and delivery of spares to field engineers.
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Managing monthly spares reconciliation for Field Engineers.
3.Financial Management:
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Penalty settlement for service calls SLA breached with customers & negotiations for reduction.
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Timely Invoice raising & annexure approval with principle & submission.
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Follow-up with customers for timely collection & resolve queries.
4.Team Management:
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Preparing and sharing daily work plans with the team.
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Monitoring team attendance and reporting to the office.
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Planning and implementing strategies to enhance the technical skills of team members.
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Ensuring equitable distribution of workload among Field Engineers.
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Ensuring availability of toolkits and PPE for all Field Engineers.
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Collecting defective parts and documents from Field Engineers twice a week.
5.Customer Relationship Management:
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Responding promptly to customer calls and emails.
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Sending quotations to customers for chargeable jobs.
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Supporting Field Engineers during the introduction of new equipment or business activities.
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Preparing and sharing the PM schedule of equipment with Oil Co and Field engineers in advance of cycle.
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Execution of PM schedule and ensuring the availability of PM reports to F&A for billing.
6.Operational Efficiency & Compliance:
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Active participation in implementing systems, guidelines, and SOPs in the field.
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Ensuring compliance with Oil Company procedures and Health & Safety policies in the field.
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Providing detailed reports with approval/PO for all chargeable work completed to the F&A department for billing.
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Reporting any urgent concerns or abnormal field activity to the State Head/Regional Manager.
7.Performance Improvement:
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Identifying opportunities to improve team performance and operational efficiency.
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Working closely with the State Head/Regional Manager to implement strategies for growth and improvement.
