Territory Service Engineer

Designation: Territory Service Engineer

Location: Lucknow, UP (1) & Rajkot, Gujarat (1)

Responsible for end-to-end service operations, including complaint resolution, service franchise identification and onboarding, service engineer/franchise performance monitoring, SLA and complaint TAT management, service escalations, spare parts management, technical training, distributor/dealer coordination, customer satisfaction, and service MIS/reporting.

Detailed Responsibilities

Complaint Resolution Resolve service complaints at any location assigned by the Company.

Service Franchise Identification & Onboarding – Identify and onboard service franchises as per the Company's guidelines.

Service Engineer & Franchise Performance Monitoring – Monitor the performance of service engineers and service franchises and conduct regular performance reviews.

SLA & Complaint TAT Management – Ensure state-level SLAs are met and improve First Response Time (FRT) and Complaint Closure TAT with the support of appointed service franchises.

Service Escalation Management – Manage service escalations and ensure timely and effective resolution of customer issues.

Spare Parts Management – Plan spare parts requirements, ensure availability, and monitor their proper utilization.

Technical & Service Training – Conduct regular technical/service training for service engineers and franchise teams.

Distributor & Dealer Coordination – Meet key distributors and dealers to build confidence in the Company's service and quality standards.

Cross-functional Coordination – Coordinate with Sales, Warehouse, and Technical teams for service-related issues and timely resolution.

Customer Satisfaction Management – Monitor customer satisfaction, feedback, and repeat complaints and take corrective actions where required.

Service MIS & Reporting – Prepare and share regular service MIS, performance reports, and improvement plans with the management.

Salary - 18K to 26 K depending on experience

Interested Candidate May Share Their CV on this Number : 7665273000