After Sales Service Engineer KRA/KPI

Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for After Sales Service Engineer

1. Customer Satisfaction Management

KRA: Ensuring high levels of customer satisfaction post-sales to maintain loyalty and drive repeat business.

Short Description: Managing customer satisfaction post-sales.

• Customer feedback score
• Average resolution time for customer issues
• Percentage of positive customer reviews
• Customer retention rate

2. Service Quality Assurance

KRA: Maintaining and improving the quality of after-sales service provided to customers.

Short Description: Ensuring high service quality standards.

• Service response time
• Service completion rate within SLA
• Service quality audit scores
• Percentage of service escalations

3. Technical Support and Training

KRA: Providing technical support to customers and conducting training sessions for clients on product usage.

Short Description: Offering technical assistance and training.

• Number of technical support calls handled
• Training session attendance rate
• Customer proficiency improvement rate post-training
• Technical support ticket resolution rate

4. Spare Parts Inventory Management

KRA: Ensuring optimal levels of spare parts inventory to support after-sales service activities.

Short Description: Managing spare parts inventory efficiently.

• Spare parts availability rate
• Inventory turnover rate
• Percentage of obsolete spare parts
• Inventory carrying cost as a percentage of revenue

5. Warranty Claim Processing

KRA: Handling warranty claims efficiently and accurately to uphold customer trust.

Short Description: Processing warranty claims effectively.

• Warranty claim resolution time
• Percentage of valid warranty claims processed
• Warranty claim rejection rate
• Customer satisfaction post-warranty claim resolution

6. Field Service Operations

KRA: Managing field service operations and ensuring timely and effective service delivery at customer locations.

Short Description: Overseeing field service operations.

• Field service response time
• First-time fix rate
• Field service technician utilization rate
• Percentage of service requests completed on time

7. Knowledge Management

KRA: Developing and maintaining a knowledge base for technical support and service-related information.

Short Description: Managing technical knowledge resources.

• Knowledge base usage rate
• Accuracy of technical information provided
• Knowledge sharing within the team
• Knowledge base update frequency

8. Customer Complaint Resolution

KRA: Resolving customer complaints effectively and efficiently to enhance overall customer experience.

Short Description: Handling customer complaints professionally.

• Customer complaint resolution time
• Percentage of complaints resolved to customer satisfaction
• Repeat complaint rate
• Customer feedback on complaint handling process

9. Performance Metrics Reporting

KRA: Generating and analyzing performance metrics reports to identify trends and areas for improvement.

Short Description: Reporting on performance metrics.

• Monthly service performance report accuracy
• Key performance metric trends analysis
• Recommendations based on performance data
• Action taken on identified performance gaps

10. Continuous Improvement Initiatives

KRA: Actively participating in and leading continuous improvement projects to enhance after-sales service processes and efficiency.

Short Description: Driving continuous improvement efforts.

• Number of improvement initiatives implemented
• Impact of improvement projects on service quality
• Employee engagement in improvement activities
• Cost savings achieved through process enhancements