Senior Executive - Service
1. Compliance with all company procedures and Health & Safety policies.
2. Download pending complaints from FSM at regular intervals.
3. Allocate complaints to engineers which are registered in FSM immediately.
4. Update spares requirement in FSM based on engineer's feedback from the retail outlet.
5. Co-ordination with the stores team for dispatch of required spares to the engineers.
6. Take regular feedback from engineers and update FSM and oil company portal accordingly.
7. Send quotations to customers for chargeable jobs.
8. Attach approval copy received from customer against its work order in FSM.
9. Follow up with engineers for Breakdown service reports.
10. Segregate billable service reports and attach it against its work order in FSM.
11. Respond to customer calls and e-mails.
12. Follow up with service engineers to send defective spares to service centre on a weekly basis.
13. Ensure timely execution of DU installation and project jobs.
14. Engineer support during introduction of new equipment or new business activity.
15. Report all matters of urgent concern / abnormal activity in the field to the State Head/RM.
16. Ensure geographical area /RO / Complaints/ Nozzle/ wise workload distribution to all engineers.
17. Ensure availability of toolkit and PPE for all engineers.
18. Prepare monthly schedule for spares reconciliation of engineers.
I. Relationships
1. State Head.
2. Field-based service engineers.
3. Stores executive.
4. Customer Support Desk.
5. Regional Manager.
6. Oil Company officers.
7. Retail outlet dealers.
II. Measures of Performance
1. Adherence to SLA.
2. Field Engineer productivity
3. Timely submission of service reports for chargeable invoicing.
4. Penalty reduction.
5. Safety Audits.
III. Background and Skill
1. Good computer skills, including Word, Excel.
2. Good knowledge of ERP.
3. Minimum 5 years' experience in the field work.
4. Experience of managing people desirable.
IV. Personal Trait Profile
1. Flexible attitude to work.
2. Willingness to own issues and ensure targets are met.
3. Ability to flex between supervising resources and making visits in the field.
4. Planning and execution capability
V. Health & Safety Responsibilities
1. To be aware of legislation, codes of practice, guidance notes and safe working practice relevant to the Company's field operations.
2. To ensure the provision and implementation of safe systems of work and systems to identify hazards within the workplace.
3. To assist in the investigation of work-related injuries, incidents and near loss occurrences with the objective to prevent recurrence.
VI.
