Area Service Supervisor

Job role

Key Responsibilities:1. Customer Satisfaction & Support:a)   Ensure Minimum Customer Satisfaction ≥ 90% through effective field team (FSE) performance and remote technical support.b)   Drive Principal satisfaction to ≥ 90% via timely service delivery, escalations handling, and strategic coordination.c)   Deliver L1 Technical Support to field teams for resolving escalated technical issues. 2. Technical & Operational Oversight:a)   Guide and monitor First Visit Resolution (FVR) to maintain ≥ 80% for calls closed within SLA.b)   Analyse and review MIS for Repetitive Failures, MTBF, MTBFF and initiate corrective actions.c)   Conduct monthly audits of defective spares to identify unnecessary replacements and control consumption.d)   Review spare requirements and ensure timely verification and approval. 3. Spare Parts Management & Revenue Enhancement:a)   Analyse spare consumption and guide FSEs to increase chargeable spare sales by 5% annually.b)   Implement strategies for spare cost reduction by 5% through awareness of repairs vs. replacements.c)   Provide technical support for additional revenue generation through the execution of programs and project activities. 4. Tools & Compliance Management:a)   Conduct random tool audits (minimum 3 FSEs/quarter) to ensure availability and compliance.b)   Ensure tool kits and special tools are available and properly maintained with each FSE.c)   Maintain a zero accident work culture and ensure 100% compliance with HSE norms. 5. Reporting & Coordination:a)   Coordinate with CO-TKC for various projects and the timely submission of technical reports.b)   Work closely with TIPL, automation vendors, and internal departments for supply chain, project execution, and escalations.c)   Participate in joint visits with TIPL and customers for handling critical cases. 6. Audits, Integrity & Vigilance:a)   Coordinate and assist in field audits and special inspections.b)   Liaise with vigilance and enforcement agencies for integrity monitoring and compliance actions. 7. Training & Development:a)   Identify training needs and provide technical training to field staff to enhance service quality and efficiency

Must have skills

Leadership & People Management Analytical Thinking & MIS Handling Customer Relationship Management Technical Troubleshooting & Root Cause Analysis HSE Awareness & Compliance Excellent Communication & Reporting Skills

Good to have skills

LEADERSHIP

Qualifications

1)     BE/BTech with 3 years of total working experience and must have a minimum experience of 2 years in GEMS.2)     Diploma with 5 years of total working experience and must have a minimum experience of 3 years in GEMS.3)     ITI with 8 years of total working experience and must have a minimum experience of 6 years in GEMS.4)     Strong understanding of customer service principles.5)     Excellent communication and interpersonal skills.6)     Proficient in using computer applications and software (E-Mail handling, MS Office, Excel, etc.)7)     Knowledge of health and safety regulations.