Job Title

Job Description Summary

Job Description

Key Responsibilities

1. Breakdown & Complaint Management

• Attend and coordinate breakdown complaints related to:
  • CCTV systems
  • HVAC / Air-conditioning systems
  • Electrical systems
  • Plumbing systems
  • Fire Alarm Systems (FAS)
  • Portable DG Sets
  • Other technical equipment and installations
• Coordinate with appropriate vendors/technicians for timely resolution of complaints.
• Monitor complaints from registration to closure and ensure compliance with defined TATs.
• Follow up on long-pending and critical complaints and escalate delays appropriately.
• Verify the completion and quality of rectification work before complaint closure.

2. Civil & General Maintenance

Coordinate and monitor civil maintenance activities, including:

• Seepage and leakage-related issues
• Tile repair/replacement
• Plaster and painting work
• Polishing work
• Carpentry activities
• Door handle and door closer repairs
• Glass door alignment and repair
• Chair and furniture repairs
• Minor civil and other maintenance-related activities

3. Preventive Maintenance (PPM)

• Monitor and ensure timely completion of scheduled PPM activities.
• Coordinate with vendors for PPM execution as per approved schedules.
• Track PPM completion and documentation.
• Identify PPM gaps and escalate deviations.
• Ensure PPM activities are completed within defined service windows.

4. Store & Vendor Coordination

• Maintain regular communication with Store Managers regarding technical issues and maintenance requirements.
• Coordinate with service partners and vendors for complaint resolution and scheduled maintenance.
• Obtain updates, quotations, reports, and closure details from vendors wherever required.
• Ensure vendor activities are carried out safely and as per agreed service standards.

5. Reporting & Compliance

• Maintain complaint and PPM trackers for assigned stores.
• Monitor SLA/TAT performance.
• Escalate critical issues and recurring equipment failures.
• Support preparation of technical MIS and operational reports.
• Ensure proper documentation of maintenance activities.

Key Skills & Competencies

• Basic to good knowledge of HVAC, electrical, plumbing, FAS, CCTV and DG systems.
• Understanding of civil and general maintenance activities.
• Strong vendor coordination and follow-up skills.
• Good communication and interpersonal skills.
• Ability to manage multiple complaints simultaneously.
• Strong problem-solving and escalation management skills.
• Basic knowledge of MS Excel and reporting.
• Ability to work under pressure and meet defined TATs.

Qualification & Experience

• Diploma / ITI / Graduate in Electrical or related technical discipline preferred with 5-6 years for Diploma/Graduate holder & 8-10 years for ITI.
• Relevant experience in Facility Management, Retail, Commercial Facilities or Maintenance Operations preferred.
• Experience in multi-location/store operations will be an added advantage.

Key Performance Indicators

• Breakdown complaint closure within defined TAT.
• PPM completion within scheduled timelines.
• Reduction in long-pending complaints.
• Vendor response and service quality.
• Store satisfaction and operational support.
• Compliance with maintenance processes and reporting requirements.