Service and Breakdown Engineer

JOB DESCRIPTION – BREAKDOWN IN-CHARGE

Department: Service / Workshop
Position: Breakdown In-Charge
Industry: Automobile / Commercial Vehicle
Location: Dondi / Charama
Reporting To: Workshop Manager / Service Manager

Job Purpose

To manage and coordinate vehicle breakdown services, ensure quick response to customer complaints, arrange field technicians and required resources, and ensure timely recovery and repair of commercial vehicles.

Key Responsibilities

• Receive and coordinate all vehicle breakdown calls and customer complaints.
• Ensure immediate response to breakdown cases and arrange technicians as required.
• Coordinate with the Service Advisor, Workshop Manager, Technicians and Parts Department for timely resolution.
• Visit or coordinate field support for vehicles stranded on the road, at customer locations or at sites.
• Identify the nature of the breakdown and arrange the required technician, tools, parts and vehicle support.
• Maintain proper records of all breakdown calls, response time, repair status and closure details.
• Follow up with technicians until the vehicle is repaired and handed over to the customer.
• Ensure proper preparation and submission of breakdown/job cards, estimates and related documents.
• Monitor pending breakdown cases and ensure no complaint remains unattended.
• Coordinate towing/recovery arrangements for vehicles that cannot be repaired at the breakdown location.
• Maintain regular communication with customers regarding the status of their vehicle.
• Ensure field technicians follow safety procedures and company/service-centre guidelines.
• Coordinate with the Workshop/Service team for vehicles brought to the workshop after breakdown.
• Monitor breakdown response time and work towards improving customer satisfaction.
• Prepare daily/weekly breakdown reports and submit them to the reporting manager.
• Maintain proper records of tools, emergency equipment and breakdown support materials.
• Support the service team in achieving customer satisfaction, service targets and timely job closure.

Required Skills

• Good knowledge of commercial vehicle breakdowns and basic mechanical systems.
• Strong coordination and communication skills.
• Ability to handle emergency situations and work under pressure.
• Good customer-handling skills.
• Basic knowledge of job cards, service processes and workshop operations.
• Basic computer knowledge, including MS Excel and ERP/DMS.
• Ability to coordinate multiple breakdown cases simultaneously.
• Willingness to travel for field breakdown assistance when required.

Qualification & Experience

• ITI / Diploma / Automobile or Mechanical Engineering preferred.
• 3–7 years of experience in automobile service/workshop operations.
• Experience with Tata Motors Commercial Vehicles / HCV will be preferred.
• Candidates with previous experience in breakdown service, roadside assistance or field service will be given preference.

Key Performance Indicators (KPI)

• Breakdown response time
• Breakdown closure time
• Number of pending breakdown cases
• First-time resolution rate
• Customer satisfaction
• Technician utilization
• Proper documentation and job-card closure
• Timely reporting and follow-up

Personal Attributes

• Responsible and proactive
• Good leadership and coordination ability
• Customer-oriented approach
• Problem-solving mindset
• Strong discipline and follow-up
• Ability to work during emergency situations and outside normal working hours when required

Pay: ₹18,000.00 - ₹25,000.00 per month

Benefits:

• Food provided

Work Location: On the road