Area Service Engineer

Kirloskar Industries; Jaipur; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Kirloskar Industries is hiring for a Service Operations Manager to oversee service activities within the assigned Jaipur region. You will ensure timely resolution of customer issues and monitor response and repair times across the area.

You will lead the front-end technical service team, drive KPI improvements, and provide hands-on maintenance and troubleshooting for power gensets and industrial engines. Travel within the area and strong stakeholder management are expected.

Qualifications

• Experience managing service operations for industrial equipment.
• Proven ability to build and maintain customer relationships across territories.
• Strong leadership skills with team development focus.
• Proficient in handling technical support escalations and field issues.
• Hands-on maintenance and troubleshooting of power gensets and engines.

Responsibilities

• Oversee service activities in the assigned area to ensure timely resolution of customer issues.
• Monitor and improve key response times and repair turnaround times.
• Lead the front-end service team and ensure adequate trained manpower.
• Track KPIs like FTR, FVR, and CDI to drive performance improvements.
• Provide initial technical support to field teams and escalate complex issues.
• Prefer knowledge of new emission engines and apply best practices.

Skills

Service Ops Mgmt

CRM

Team Leadership

Technical Support

Genset Troubleshooting

Job description

• Service Operations Management: Oversee service activities within the assigned area, ensuring timely and effective resolution of customer issues. Monitor and strive to improve key service response times (Warranty SR within 2 & 4 hours, CC SR within 48 hours) and repair turnaround times (MaxTTR - Warranty within 24 & 48 hours).
• Customer Relationship Management: Build and maintain strong relationships with customers within your area. Conduct VOC (Voice of Customer) visits for detractors to achieve satisfaction and for passive customers to ensure service report closure. Address VOC related to extended repair times (MaxTTR > 7 Days).
• Team Leadership & Development: Lead and develop the front-end technical service team in your area, ensuring adequate trained manpower. Focus on improving eFSR (Electronic Field Service Report) adherence and quality.
• Performance Monitoring & Improvement: Track and analyze key performance indicators, including FTR (First Time Right), FVR (First Visit Resolution), and CDI-Transactional customer satisfaction scores.
• Technical Support & Escalation Handling: Provide initial technical support to the field service team and elevate complex issues appropriately. Handle customer escalations within your area.
• Knowledge on new emission engines will be preferable.
• Advanced hands-on maintenance & troubleshooting for power gensets and industrial engines.
• Comprehensive dealership handling, performance tracking, and technical support enablement.?