Area Engineer

Job Description

Role: Area Engineer

Division: VTI

Function: VTI  Aftermarket - Retail - Buses

Reporting into:  Area Service Manager

Level:  M2

Purpose of the Role

The position exists in order to Develop & implement action plans to improve customer satisfaction, monitor product performance, service offering with respect to new sites & new model introduction, Develop technician competencies & support various administrative activities for the defined area with the objective of ensuring effective delivery of aftermarket service, for the specified product/product range, in the assigned area within the limits of defined plans & policies.

Span of Control

Direct reportees: 20
Indirect reportees: 20

Managing Customers: 20 No's to 20 No's

Education

Diploma or  BE / B.Tech 

Experience

Diploma with 5-6 Years; BE/ B Tech with 3-5 Years

Business Understanding

• Understanding of Aftermarket process and policies
• Advanced Vehicle Technology
• Awareness of various facilities & manpower required for managing site support.
•  Broad understanding on-site manual.
• Knowledge of the roles & responsibilities of various
• stakeholders Viz.
• Site technician
• Parts technician
• Site in charge,
• parts techniciance
• Awareness of the key performance indicators for site support
• viz. Uptime
• Parts availability
• Parts consumption

Area of Responsibility

Site Management & Fleet Uptime

Monitor delivery and performance of site service by Technicians, provide support for resolution of issues, monitor parts availability, warranty and service agreement claims  IN ORDER TO ensure delivery as per standard at the site. Maintain customer Vehicle availability at its optimized level by ensuring the Parts availability, Manpower availability and preventive maintenance at sites. Technical analysis of the site maintenance practices and guide customers for timely WGM Warranty claims submission to HO on time. Adherence to Site process related to Preventive Maintenance, Fleet Uptime & other points detailed in Site Manual. Maintenance of good connectivity with the team of Technicians, Monitoring & guiding them to perform their Role. Co-ordination with the workshop team for timely completion of major repairs of site vehicles that are done at workshops. Ensure timely resolution of customer issues & the customer deliverables are met in line with the agreement.

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Customer Satisfaction

Record and maintain customer VDB, monthly customer sign-offs to avoid disputes and increase CS, Customer meetings on monthly basis to address product-related issues and co-ordinate with TS, develop customer mechanics to monitor and maintain WGM activities IN ORDER TO Provide timely inputs to customers on better operating & maintenance practices which include maintenance cost, fuel consumption & site conditions. Providing an on-time solutions to customer complaints and ensure proper MOM to be released and acknowledged by customer. Ensure high uptime of vehicles, Follow preventive Maintenance schedule. Customer Signoff’s on disputed cases.

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People Management

To enable Manpower to compete with the market and enabling them to troubleshoot all technical failure and support customers with competent manpower availability. In order to achieve results: Ensuring the availability of trained manpower & adequate infrastructure at sites. Identify the competency of Technicians and facilitate training through Regional Trainer / OJT. Administration of performance management process. Engaging & retaining talent, Driving Values & VGAS action plans, Employee Wellbeing and hygiene maintained at higher level at sites.

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Adherence to PM & execution of Product campaigns

To Ensuring Fleet uptime of customer Preventive Maintenance to be followed as per company standards through Service Technicians and Product campaigns to be completed on time for better product reliability. In order to achieve results: Ensure that preventive Maintenance & Safety audits are conducted at sites once in a quarter through PSE. Follow up & implement the actions identified in the audits. Maintain accountability & safe upkeep of assets deployed at sites. Ensure all WGM activities done on time from the customer side. Ensure customer manpower availability.