Job Title

Role Overview: Responsible for handling client escalations, coordinating issue resolution, managing preventive maintenance, and ensuring timely ticketing, documentation, and reporting. The role ensures SLA/TAT compliance and high service reliability. Key Responsibilities: Serve as escalation point for client complaints and assign issues for timely resolution. Manage ticketing system and track all issues end-to-end. Maintain preventive maintenance schedules and close breakdowns within defined SLAs. Plan technician travel and ensure job readiness. Conduct weekly RCA reviews for recurring issues. Follow up with clients post-resolution for feedback. Coordinate service billing and consumables tracking. Maintain accurate logs of service events, complaints, and expenses. Generate weekly reports and manage digital documentation. Performance Expectations: All escalations addressed immediately; max 5 active at any time. 100% issue assignment and TAT adherence. Weekly RCA reviews completed. Preventive and breakdown jobs closed within 1–2 days. Feedback collected within 48 hours. Accurate and timely billing, documentation, and reporting. Requirements: B.Tech in Mechanical, Electrical, or related engineering field (Mandatory). 3–5 years of experience in service operations, client support, or maintenance coordination. Strong in ticketing tools, Google Sheets, and documentation systems. Excellent communication, follow-up, and organizational skills. Detail-oriented, process-driven, and high sense of ownership.