Service Technician KRA/KPI

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

1. Customer Service Excellence

KRA: Ensuring exceptional customer service experiences by resolving technical issues promptly.

Short Description: Deliver top-notch customer service through technical support.

• Customer satisfaction rating above 95%
• Average response time to service requests within 2 hours
• Completion of service tasks within agreed timelines – 98%
• First-time fix rate of technical issues – 90%

2. Technical Troubleshooting

KRA: Proficiently diagnosing and resolving technical issues to maintain equipment functionality.

Short Description: Efficiently troubleshoot and resolve technical problems.

• Percentage of technical issues resolved on the first visit – 85%
• Reducing equipment downtime by 20% through proactive maintenance
• Accuracy of diagnosis leading to correct solutions – 95%
• Continuous improvement in technical skills – Attend 2 training sessions per quarter

3. Equipment Maintenance

KRA: Conducting regular maintenance checks to ensure optimal performance of equipment.

Short Description: Maintain equipment for optimal functionality.

• Adherence to maintenance schedules – 100%
• Reduction in equipment breakdowns by 15% through preventive maintenance
• Utilization of maintenance checklists for consistency
• Feedback from operational teams on equipment performance

4. Documentation and Reporting

KRA: Maintaining accurate records and efficient reporting for service activities.

Short Description: Ensure proper documentation and reporting of service tasks.

• Timely submission of service reports – 98%
• Accuracy of documentation for audit purposes
• Feedback from supervisors on the quality of reports
• Implementing feedback for continuous improvement in reporting

5. Safety Compliance

KRA: Adhering to safety protocols and regulations to ensure a secure working environment.

Short Description: Maintain a safe working environment through compliance.

• Completion of safety training modules – 100%
• Zero safety incidents due to negligence
• Regular safety audits and compliance checks
• Participation in safety improvement initiatives

6. Team Collaboration

KRA: Collaborating effectively with team members to enhance overall service delivery.

Short Description: Foster teamwork for improved service outcomes.

• Participation in team meetings and knowledge sharing
• Feedback from colleagues on teamwork and cooperation
• Contribution to team goals and objectives
• Recognition for outstanding teamwork

7. Continuous Learning

KRA: Engaging in continuous learning to stay updated with technological advancements.

Short Description: Pursue ongoing professional development.

• Completion of technical training courses – 90%
• Adoption of new technologies for service improvement
• Knowledge sharing sessions with colleagues
• Feedback from training sessions for skills enhancement

8. Resource Management

KRA: Efficiently managing resources to optimize service delivery and cost-effectiveness.

Short Description: Optimize resource utilization for effective service provision.

• Reducing service costs by 10% through resource optimization
• Inventory management for timely availability of spare parts
• Feedback from operations on resource allocation efficiency
• Implementing cost-saving measures without compromising service quality

9. Performance Metrics Analysis

KRA: Analyzing performance metrics to identify areas for improvement and enhance service quality.

Short Description: Analyze performance data for service enhancement.

• Regular review of KPIs to identify trends
• Implementing corrective actions based on performance analysis
• Improvement in KPI scores over time
• Feedback from supervisors on performance analysis effectiveness

10. Customer Feedback Incorporation

KRA: Incorporating customer feedback to enhance service offerings and customer satisfaction.

Short Description: Utilize customer feedback for service improvement.

• Implementation of customer suggestions for service enhancement
• Customer satisfaction improvement based on feedback – 10% increase
• Feedback from customers on service improvements
• Recognition for outstanding customer-centric service delivery

Real-Time Example of KRA & KPI

Real-World Example: Technical Support Specialist

KRA: Providing timely technical support to resolve customer issues effectively.

• KPI 1: Average resolution time per ticket – 2 hours
• KPI 2: Customer satisfaction rating – 95%
• KPI 3: First-time fix rate – 90%
• KPI 4: Number of escalated issues – 5% decrease

By meeting and exceeding these KPIs, the technical support specialist ensures high customer satisfaction, resolves issues promptly, and maintains efficient service delivery.

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 Service Technician roles.

Generate content in this structured format with clear, concise, and measurable KPIs while maintaining professional readability.