Key Responsibilities
Performance Monitoring & Reporting
● Audit daily Technician Performance Performa reports for accuracy and completeness.
● Track key KPIs: job completion %, SLA adherence, first-time fix rate, and profitability per job.
● Review parts usage, purchase records, and expense submissions (credit card usage) against approved guidelines.
● Identify deviations in performance, attendance, or safety compliance and escalate to Operations.
● Monitor technician productivity and ensure assigned calls are completed within planned schedules. Quality & Compliance
● Ensure all technicians follow prescribed repair and maintenance SOPs.
● Check that safety protocols (PPE, tool inspection, vehicle readiness) are adhered to before job dispatch.
● Validate correctness of PDA data entries, job logs, and post-job reporting.
● Investigate service complaints and recommend corrective actions.
● Conduct periodic audits of technician documentation and customer interaction feedback.
Financial Oversight
● Cross-check part usage and purchases to confirm profitability of each job.
● Validate job cost sheets to ensure margin accuracy and compliance with spending limits.
● Report any anomalies in purchases, missing receipts, or unapproved expenditures.
Continuous Improvement
● Provide trend analysis on performance gaps and propose training or process updates.
● Work closely with supervisors and trainers to improve technician performance and reduce repeat visits.
● Recognize and document best practices for high-performing technicians. Coordination & Communication
● Liaise with Fleet Managers (FM’s) and Technicians to clarify any discrepancies in reports. ● Support new technician onboarding by verifying understanding of SOPs and compliance checklists.
● Maintain clear communication between US Operations and the India Support Hub.
Key Metrics (KPIs)
● Accuracy of daily technician audit reports
● % of profitable jobs audited
● SLA and compliance adherence rate
● Reduction in repeat service calls
● Accuracy of expense and purchase verification
Qualifications & Skills Essential:
● Bachelor’s degree (Commerce, Business Administration, or Engineering preferred)
● 1–3 years of experience in quality control, technician operations, or fleet management
● Strong analytical and reporting skills (Excel, Google Sheets, Power BI preferred)
● Working knowledge of SOP frameworks, data validation, and compliance processes
● Excellent written and verbal communication (English proficiency required)
Desirable:
● Experience with field service or maintenance management systems
● Understanding of US fleet operations and compliance standards
● Certification in Quality or Process Management (e.g., ISO, Lean, Six Sigma)
Shift & Schedule
● Shift: Fixed (US business hours preferred)
● Days: 5 days per week
● Holidays: US Bank Holidays + 17 Statutory Holidays as per Indian Labour law
Key Competencies
● Attention to detail and data accuracy
● Process discipline and documentation clarity
● Problem-solving and root-cause analysis
● Team collaboration and communication
● Accountability and integrity
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If interested can forward your updated resumes on hr5@tasolutions.in and can directly contact us on 9056679449 also can provide our reference to your friends and colleagues.
