Area Service In-charge - Hyderabad State office

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

1.Service Request Management:

• Monitoring the portal/Oil Company portal for new Service Request Number.
• Assigning calls to Field Engineers based on geographical area, RO, nozzle, etc.
• Real-time tracking and updating of calls status based on feedback from Field Engineers.
• Ensuring calls closure within SLA to avoid penalties.

2.Spare Parts Management:

• Identifying spare part requirements based on Field Engineer findings.
• Coordinating with the store department for timely arrangement and delivery of spares to field engineers.
• Managing monthly spares reconciliation for Field Engineers.

3.Financial Management:

• Penalty settlement for service calls SLA breached with customers & negotiations for reduction.
• Timely Invoice raising & annexure approval with principle & submission.
• Follow-up with customers for timely collection & resolve queries.

4.Team Management:

• Preparing and sharing daily work plans with the team.
• Monitoring team attendance and reporting to the office.
• Planning and implementing strategies to enhance the technical skills of team members.
• Ensuring equitable distribution of workload among Field Engineers.
• Ensuring availability of toolkits and PPE for all Field Engineers.
• Collecting defective parts and documents from Field Engineers twice a week.

5.Customer Relationship Management:

• Responding promptly to customer calls and emails.
• Sending quotations to customers for chargeable jobs.
• Supporting Field Engineers during the introduction of new equipment or business activities.
• Preparing and sharing the PM schedule of equipment with Oil Co and Field engineers in advance of cycle.
• Execution of PM schedule and ensuring the availability of PM reports to F&A for billing.

6.Operational Efficiency & Compliance:

• Active participation in implementing systems, guidelines, and SOPs in the field.
• Ensuring compliance with Oil Company procedures and Health & Safety policies in the field.
• Providing detailed reports with approval/PO for all chargeable work completed to the F&A department for billing.
• Reporting any urgent concerns or abnormal field activity to the State Head/Regional Manager.

7.Performance Improvement:

• Identifying opportunities to improve team performance and operational efficiency.
• Working closely with the State Head/Regional Manager to implement strategies for growth and improvement.

Last date to apply : 23RD JUNE'25