Area Service Engineer

• 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 escalate 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.?

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