SENIOR EXECUTIVE - MECHANISED TOOL SERVICING TECHNOLOGIST

Location:
Kolkata, WB, IN
Areas of Work: Sales & Marketing Job Id: 13569
External Job Description
Job Purpose
Divisional Service Coordinator to manage onsite engineers, handle spares inventory, and ensure smooth complaint resolution. The candidate will act as the central point of coordination between engineers and other stakeholders, ensuring efficient servicing and minimal downtime for mechanized tools.
Business Responsibility Areas
Complaint Handling & Onsite Support Coordination
Act as the first point of contact for service engineers regarding customer complaints (Engineers will be reporting to him)
Coordinate with onsite engineers to ensure timely resolution of complaints.
Ensure adherence to service SLAs (Service Level Agreements) and response timelines.
Ensure Open complaints and NPS need to be under control for every region
Spare Parts Inventory & Management
Oversee the spares inventory for the assigned region.
Ensure timely availability, tracking, and replenishment of spare parts.
Work with vendors and supply chain teams to manage stock levels.
Coordinate with Servicing agency for maintaining optimum inventory at engineer level
Open and Manage Service centres to handle all the mech tools complaints.
Performance monitoring and documentation
Oversee engineers’ weekly performance and give regular feedback for improvement.
Provide training and arrange knowledge-sharing sessions to service engineers.
Maintain documentation of service reports, common failures, and solutions.
Cross-functional Coordination
Work closely with the OEM service team to escalate unresolved technical issues.
Coordinate with logistics and warehouse teams for smooth movement of spares.
Process Management
Ensure compliance with company policies, safety guidelines, and service standards.
Monitor KPIs (Key Performance Indicators) for service efficiency and suggest improvements.
Maintain and update MIS reports and dashboards for tracking performance.
Establishing Service Centres at PAN India level. – contractual meetings, management of spares, money collection & overall hygiene of service centres.
Qualifications
Essential
Technical Qualifications
B.E. / B.Tech / Diploma in Mechanical, Electrical, or related field.
4-5 years of experience in a service coordination, technical support, or after-sales role.
Strong understanding of mechanized tools, pneumatic systems, and servicing processes.
Soft Skills
Strong problem-solving and troubleshooting abilities.
Excellent communication and coordination skills.
Ability to manage multiple stakeholders and work in a fast-paced environment.
Proficiency in MS Excel, ERP systems, and service management tools.

Work arrangement
No