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
