Service Support Manager - Thanjavur

Role Summary The Service Support Centre Executive supports the Vehicle Location Tracking Device (VLTD) process as per AIS 140 norms. The role connects vehicle owners, authorized fitment centres, and RTO/VAHAN authorities to ensure proper installation, activation, and monitoring of GPS devices and panic buttons in commercial vehicles for passenger safety. Key Roles and Responsibilities 1. Customer Support & Issue Resolution
· Act as the first point of contact for vehicle owners for VLTD installation and device issues.
· Resolve complaints related to device malfunction, GPS connectivity, and panic button errors. 2. VAHAN & Backend Operations
· Register and tag VLT devices with vehicle details (chassis and engine number) in VAHAN 4.0 and the state backend system.
· Update device status and ensure accurate data entry in the portal. 3. Coordination with Fitment Centres
· Coordinate with authorized dealers and fitment centres for timely device installation.
· Support technicians during activation and resolve technical errors. 4. Panic Button Verification
· Check and confirm that the panic button is working and linked to the server.
· Ensure alerts are received at the command control centre. 5. Documentation & MIS Reporting
· Maintain records of installations and approvals.
· Generate VAHAN certificates after RTO approval.
· Prepare daily and monthly MIS reports. 6. Compliance Monitoring
· Ensure devices meet AIS 140 standards, including IRNSS (Indian Regional Navigation Satellite System)/GAGAN (GPS Aided GEO Augmented Navigation) support.
· Track validity of SIM connectivity for a minimum of two years. Daily Tasks and Activities
· Whitelist IMEI numbers of newly installed devices in the backend.
· Troubleshoot devices not showing online by sending SMS commands to reconfigure server IP.
· Schedule appointments for vehicle owners with RTO inspectors (MVI-Motor Vehicle Inspector) for approval.
· Monitor dashboard for devices showing “Not Live” or “Offline” status and resolve issues.
· Monitor panic alerts and guide drivers/owners in case of false alarms. Key Performance Indicators (KPIs)
- First Call Resolution (FCR): Resolving device issues without escalation.
- Setup TAT (Turnaround Time): Time taken from installation to activation.
- Vehicle Compliance Percentage: Ensuring 100% data visibility on the government portal. Pay: ₹12,000.00
- ₹15,000.00 per month Work Location: In person Apply on Kit Job: kitjob.in/job/4lo5of