Engineering Support KRA/KPI

**Engineering Support Specialist Job Description**

As an Engineering Support Specialist, you will play a crucial role in providing technical assistance and support to engineering teams. Your primary responsibilities will include troubleshooting technical issues, assisting in project management, and ensuring the smooth operation of engineering systems.

**Key Responsibility Areas (KRA) & Key Performance Indicators (KPI)**

**1. Technical Support**
– **KRA:** Providing timely technical support to engineers for efficient project execution.
– **Short Description:** Ensure prompt resolution of technical issues.
– **KPI 1:** Average response time to technical support requests.
– **KPI 2:** Percentage of technical issues resolved on the first contact.
– **KPI 3:** Number of successful implementations based on support provided.
– **KPI 4:** Customer satisfaction rating for technical support.

**2. Documentation Management**
– **KRA:** Maintaining accurate and up-to-date documentation for engineering processes.
– **Short Description:** Ensure comprehensive documentation of all engineering processes.
– **KPI 1:** Percentage of completed documentation updates.
– **KPI 2:** Frequency of documentation audits.
– **KPI 3:** Accuracy of documentation based on internal reviews.
– **KPI 4:** Utilization rate of updated documentation by engineering teams.

**3. System Maintenance**
– **KRA:** Ensuring the proper functioning and maintenance of engineering systems.
– **Short Description:** Maintain optimal performance of engineering systems.
– **KPI 1:** System uptime and availability percentage.
– **KPI 2:** Number of system maintenance tasks completed within set timelines.
– **KPI 3:** Reduction in system downtime incidents.
– **KPI 4:** Feedback from engineers on system performance and reliability.

**4. Training and Development**
– **KRA:** Providing training opportunities to enhance the skills of engineering teams.
– **Short Description:** Facilitate continuous learning and development.
– **KPI 1:** Number of training sessions conducted.
– **KPI 2:** Participation rate in training programs.
– **KPI 3:** Skill improvement percentage post-training.
– **KPI 4:** Employee feedback on training effectiveness.

**Real-Time Example of KRA & KPI**

**Example:** Technical Support
– **KRA:** Providing timely technical support to engineers for efficient project execution.
– **KPI 1:** Average response time to technical support requests – 2 hours.
– **KPI 2:** Percentage of technical issues resolved on the first contact – 85%.
– **KPI 3:** Number of successful implementations based on support provided – 95%.
– **KPI 4:** Customer satisfaction rating for technical support – 4.5/5.

**Key Takeaways**
– **KRA defines what needs to be done**, whereas **KPI measures how well it is done**.
– **KPIs should always be SMART** (Specific, Measurable, Achievable, Relevant, Time-bound).
– **Regular tracking and adjustments** ensure success in the role of an Engineering Support Specialist.

This structured content layout provides a clear understanding of the key responsibilities and measurable KPIs for an Engineering Support Specialist role.