Elevators Installation Engineer

Position Title: Chief Engineer (CE)

Position Objective: Responsible for achieving excellence in technical operations across company by driving product safety, quality, innovation, and customer satisfaction. The role demands proactive leadership in optimizing product and service performance, implementing best practices, and ensuring the organization's competitiveness in the market.

Organizational Context:

- Reports To: COO
- Functions: New Installations (NI), Maintenance, Quality Assurance, Product Development

Role Responsibilities

Product Safety and Compliance

- Ensure all products developed and sold by company meet the highest safety standards specific to product functionality and design.
- Ensure compliance with applicable Indian and International standards for product safety and performance.
- Conduct product safety reviews and implement improvements based on industry benchmarks.

Product and Service Excellence

- Lead product development initiatives for company, ensuring alignment with market needs and organizational goals.
- Continuously analyze product performance and lifecycle from NI to maintenance, identifying and addressing inefficiencies.
- Implement robust root-cause analysis for recurring issues and drive sustainable solutions.
- Develop strategies to ensure cost efficiency and adherence to project timelines.

Standard Operating Procedures (SOPs)

- Develop and implement SOPs for installation processes to ensure consistency, quality, and adherence to timelines.
- Regularly review and update SOPs to reflect best practices and compliance requirements.
- Train teams to follow established SOPs effectively.

Customer-Centric Approach

- Establish mechanisms for capturing and acting on customer feedback at all touchpoints.
- Monitor and resolve customer complaints with a focus on achieving high customer satisfaction (CSAT) scores.
- Lead initiatives to enhance post-installation services and drive repeat business.

Team Leadership and Development

- Build and lead a highly skilled technical team with a focus on continuous improvement and innovation.
- Oversee training programs for field personnel, ensuring alignment with organizational goals.
- Mentor the team to enhance functional and behavioural competencies, fostering a culture of accountability and excellence.

Innovation and Competitive Benchmarking

- Benchmark products and services against competitors to identify opportunities for differentiation in safety, cost, aesthetics, and performance.
- Recommend and implement best practices to ensure products and services are industry-leading.
- Drive innovation in processes and product design through collaboration with R&D and engineering teams.

Process Optimization and Continuous Improvement

- Develop and implement process improvement initiatives to reduce project timelines and costs.
- Collaborate with cross-functional teams to ensure seamless coordination and execution.
- Monitor and improve the efficiency of handovers from installation to maintenance with zero non-compliance.

Key Result Areas (KRA)

Operational Efficiency

- Handover Process: Achieve 100% on-time handovers with zero non-compliances (FTR).
- Process Improvements: Document and implement at least five significant process improvements annually.

Product Safety and Compliance

- Incident Reduction: Achieve year-on-year reduction in product safety-related incidents.
- Compliance Audits: Complete quarterly audits with 100% adherence to product safety standards.

Product and Service Performance

- Cost Reduction: Reduce product delivery and maintenance costs by 10% annually.
- TAT Compliance: Ensure 95% adherence to project TATs.

Customer Satisfaction

- Feedback Coverage: Ensure feedback is collected from 90% of customers (internal and External).
- Complaint Resolution: Maintain a TAT of 24 hours for complaint closures.
- CSAT Score: Achieve a minimum CSAT score of 90%.

Team Development

- Training Programs: Conduct quarterly training programs with 95% employee participation.
- Competency Development: Measure ROI on training through improved performance metrics and employee feedback.

Innovation and Best Practices

- Benchmarking Reports: Submit at least three competitor analysis reports annually.
- Recommendations Implemented: Implement at least 95% of management-approved recommendations.
- Industry Visits: Conduct and document findings from at least four industry visits annually.

Key Interactions

Internal Stakeholders:

- Installation, Maintenance, Quality Assurance, Customer Experience, HR, Finance & Accounts

External Stakeholders:

- Vendors, Industry Bodies, Customers, Consultants/Partners

Qualifications and Skills Required

- Educational Qualification: Bachelor's/Master's degree in Engineering (Mechanical/Electrical/Mechatronics preferred)
- Experience: Minimum 15 years of experience in elevator or related industries, with at least 5 years in a senior leadership role.
- Skills: Leadership, strategic thinking, customer orientation, technical acumen, process improvement, team management

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