Key Accounts Engineer- Railway-Senior Officer/Senior Engineer (MG4)-Service Department-Distribution and Aftermarket Business Unit-Indore

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. Monitor completion status of service campaigns (Bandhan & Anubandhan PM, CSP). •Technical Support & Escalation Handling: Provide initial technical support to the field service team and escalate complex issues appropriately. Handle customer escalations within your area. •Warranty & Quality Management: Ensure proper handling of parts/engine returns and adherence to warranty processes. Focus on improving the quality of claims (warrantable, complaint/resolution codes) and the accuracy of eFSR data (error codes, failure details). Ensure check sheets are utilized where required and strive for a high warranty audit score. •Operational Efficiency: Ensure service vans and branded two-wheelers are effectively utilized. Support the implementation of service campaigns within your area. •Reporting & Compliance: Provide regular updates on service performance and adherence to operational guidelines.