IMEA (India, Middle East, Africa) India LIXIL INDIA PVT LTD Employee Assignment Hybrid Full Time 31 May 2026
Job Purpose
The Area Service In charge – Field Operations is responsible for supervising and coordinating all field service activities within a designated territory. The role ensures prompt and quality service delivery through effective deployment of field staff, coordination with customers, and resolution of technical issues on-site. The position plays a key part in driving operational efficiency and ensuring high levels of customer satisfaction in the field.
Key Responsibilities
✅ Field Operations Management
- Coordinate and monitor the daily schedules of field service engineers and technicians.
- Ensure timely execution of service calls including installation, maintenance, troubleshooting, and repairs.
- Track field staff movements and job completion using mobile or GPS-based field service software.
✅ On-Site Supervision & Support
- Visit customer sites regularly to assess service quality, technician performance, and client concerns.
- Provide technical support and guidance to field technicians on complex service issues.
- Ensure safety compliance and adherence to service standards during field visits.
✅ Customer Interaction
- Act as the first point of contact for high-priority or escalated field service issues.
- Engage directly with clients during site visits to ensure satisfaction and build long-term relationships.
- Communicate clearly with customers about job status, delays, or resolutions.
✅ Team Leadership
- Train, coach, and mentor field service teams to improve technical and customer-handling skills.
- Conduct performance evaluations and implement improvement plans where necessary.
- Maintain high team morale and accountability for service targets.
✅ Service Performance & Reporting
- Track key field KPIs like Service TAT, First Visit Fix Rate, and Daily Job Completions.
- Maintain detailed logs of service calls, spare usage, and technician efficiency.
- Prepare weekly/monthly area performance reports and suggest improvements.
✅ Inventory & Tools Control
- Manage area-level stock of spare parts and tools required for field jobs.
- Ensure proper handling, tracking, and return of unused parts and tools by technicians.
