Key Performance Areas
TECHNICAL SUPPORT (40%)
Ensure reliable, efficient, and technically sound operations with minimal disruptions and high equipment uptime.
• Technical Issues Resolved Within SLA
• RCA Report per case
• Number of Repeat Technical Issues
• Number of Proactive Technical updates
MAINTENANCE PLANNING & SUPPORT (30%)
Achieve seamless maintenance execution, extend asset life, and prevent downtime through forward planned and structured maintenance activities.
• Preventative Maintenance Completion
• Maintenance Plan Adherence
• Equipment Downtime Due to Planning Gaps
COMPLIANCE (10%)
Ensure full regulatory and safety compliance, protecting assets, people, and reputation. • Compliance Audit
• Audit checklist score
• HSE Incident
• Records Aligned with ISO Maintenance Standards
CUSTOMER SERVICE (20%)
Maintain strong internal and external service reputation by resolving customer issues quickly, professionally, and within agreed timelines.
• Customer Satisfaction
• Client Queries Resolved Within SLA
• Number of Customer Complaints Related to Maintenance