Onsite Support Engineer KRA/KPI

Key Responsibility Areas (KRAs) & Key Performance Indicators (KPIs) for Onsite Support Engineer

1. Incident Resolution

KRA: Timely resolution of technical incidents to ensure minimal downtime for users.

Short Description: Efficiently resolve technical issues for seamless operations.

• Time taken to resolve each incident
• First-time resolution rate
• User satisfaction score post-incident resolution
• Number of incidents resolved per day

2. Maintenance and Upkeep

KRA: Regular maintenance of onsite equipment and infrastructure to prevent failures.

Short Description: Ensure optimal performance of onsite resources.

• Percentage of scheduled maintenance completed on time
• Equipment uptime percentage
• Reduction in emergency maintenance requests
• Inventory accuracy for onsite equipment

3. User Training and Support

KRA: Provide training and support to users on onsite systems and processes for enhanced efficiency.

Short Description: Empower users with necessary knowledge for smooth operations.

• Number of training sessions conducted
• User feedback on training effectiveness
• Reduction in user errors post-training
• Average response time to user support requests

4. System Security Compliance

KRA: Ensure adherence to security protocols and regulations for onsite systems.

Short Description: Safeguard onsite data and resources from unauthorized access.

• Number of security audits passed
• Incidents of security breaches detected and resolved
• Percentage of systems with updated security patches
• User compliance with security best practices

5. Inventory Management

KRA: Maintain accurate records of onsite inventory and manage stock levels efficiently.

Short Description: Optimize inventory for seamless onsite operations.

• Inventory turnover rate
• Accuracy of inventory records
• Reduction in stockouts or excess inventory
• Cost savings through efficient inventory management

6. Vendor Management

KRA: Manage relationships with onsite vendors to ensure timely delivery of services and products.

Short Description: Foster strong partnerships for reliable onsite support.

• Vendor performance ratings
• Percentage of on-time vendor deliveries
• Resolution time for vendor-related issues
• Cost savings through effective vendor negotiations

7. Documentation and Reporting

KRA: Maintain accurate documentation of onsite activities and provide timely reports.

Short Description: Ensure transparency and accountability through proper documentation.

• Completeness and accuracy of documentation
• Timeliness of report submissions
• Utilization of documentation for process improvement
• User feedback on the clarity of reports

8. Continuous Improvement Initiatives

KRA: Identify areas for improvement in onsite support processes and implement enhancements.

Short Description: Drive innovation and efficiency in onsite support operations.

• Number of process improvements implemented
• Reduction in average resolution time over time
• Employee engagement in suggesting improvements
• Cost savings from process enhancements

9. Health and Safety Compliance

KRA: Ensure compliance with health and safety regulations in onsite environments.

Short Description: Prioritize the well-being of onsite staff and users.

• Number of safety inspections conducted
• Incidents of safety violations and resolutions
• Training completion rates for safety protocols
• Emergency response time in safety-related incidents

10. Stakeholder Communication

KRA: Maintain clear and open communication with onsite stakeholders for effective collaboration.

Short Description: Foster positive relationships with all stakeholders for mutual success.

• Feedback from stakeholders on communication effectiveness
• Frequency of communication updates provided
• Resolution time for stakeholder queries or issues
• Alignment of onsite support with stakeholder expectations

Real-Time Example of KRA & KPI

Example: Incident Resolution

KRA: In a real-world scenario, the Onsite Support Engineer resolves network connectivity issues within 30 minutes to minimize user disruptions.

• KPI 1: Time taken to resolve each incident (Target: <30 minutes)
• KPI 2: First-time resolution rate (Target: >90%)
• KPI 3: User satisfaction score post-incident resolution (Target: >4/5)
• KPI 4: Number of incidents resolved per day (Target: >5)

This example showcases the direct correlation between efficient incident resolution and user satisfaction, leading to improved overall performance.

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 Onsite Support Engineer.