Assistant Service Manager

Assistant Service Manager (ASM)

customer experience, managing daily service operations, and driving on-time call closure. This role

requires strong ownership, technical understanding, and leadership capability to motivate service

engineers and ensure customer-first service delivery.

KEY RESPONSIBILITIES

1. Customer Experience & Issue Resolution

Take full accountability for customer issues from start to closure.

Handle escalations and ensure fast, professional resolution.

Maintain transparent communication with customers on status and timelines.

Implement a customer-first approach in all interactions.

2. Service Team Leadership & Motivation

Lead, guide, and motivate service engineers for daily tasks.

Conduct morning briefings and end-of-day updates.

Monitor performance, punctuality, discipline, and job quality.

Provide field support decisions when engineers face technical challenges.

Identify training needs and ensure skill development.

3. Service Operations & Coordination

Allocate service calls based on skill, priority, and location.

Track open, pending, and closed calls throughout the day.

Ensure accurate logging of issues, job sheets, service reports, and photos.

Coordinate with CRM, logistics, and sales for spares, dispatch, and customer updates.

Maintain AMCs, warranty trackers, and service renewal schedules.

4. Reporting & Performance Monitoring

Maintain daily reports on call status, SLA, TAT, and engineer performance.

Submit weekly dashboards and monthly service summaries to management.

Track key metrics:

o Call closure time

o First-time fix rate

o Customer satisfaction score

o Engineer productivity

5. Process Improvement & Quality Control

Identify recurring problems and implement preventive actions.

Improve service SOPs and enforce service process compliance.

Ensure quality of service, proper installation standards, and safety practices.

Benchmark and implement best practices from industrial service companies.

REQUIRED SKILLS

Strong leadership and team-handling skills.

Excellent communication (English, Tamil, Hindi) and customer-handling skills.

Ability to manage pressure, multitask, and solve problems quickly.

Good technical understanding of electronics, electrical, automation, IoT, or related fields.

Strong coordination, planning, and follow-up capability.

Proficiency in MS Excel, CRM tools, and reporting.

QUALIFICATION

Diploma / BE (EEE, ECE, Mechatronics) preferred.

Candidates with strong experience in service coordination or field service team handling are

suitable.

37 years of experience in a service-oriented technical environment.

BENEFITS

Leadership role with growth into Service Manager

Technical training on all products

Professional and supportive work culture

Health Insurance, Travel allowance for site visits

Immediate joiners preferred.