Assistant Service Manager

The Assistant Service Operations Manager will be responsible for overseeing and ensuring the smooth execution of field service operations by coordinating customer complaint resolution, managing technician dispatch and schedules, and ensuring backend coordination with internal teams. This role demands a mix of operational planning, people coordination, data tracking, and cross-functional collaboration to maintain service excellence and customer satisfaction.

Key Roles & Responsibilities:1. Complaint Management & Field Technician Planning

• Prepare Pre-Journey Plans (PJP) for technicians based on priority, geography, and complexity of customer complaints received through CRM/WhatsApp/calls.
• Monitor and ensure timely assignment, dispatch, and closure of complaints and service visits.
• Reassign or escalate unresolved complaints proactively to ensure adherence to TAT (Turnaround Time).
• Maintain a log of repeat complaints and initiate root cause analysis with engineering/QA teams if needed.

2. Field Support & Backend Coordination

• Provide real-time backend support to technicians in case of client queries, product issues, or escalation requirements.
• Act as the first point of contact for technicians for approvals (e.g., additional material, chargeable service confirmation).
• Coordinate remote diagnosis or support from OEMs, tech heads, or product managers when needed.

3. Material Issuance & Coordination with Store

• Ensure timely issuance of spare parts/tools/accessories required for service visits.
• Raise internal material requisition slips based on the complaint diagnosis and coordinate with the Store Team to ensure dispatch or handover.
• Maintain a tracker for material consumption per complaint/ticket and ensure proper documentation of used items.

4. Payment Collection & Follow-up

• Coordinate with the Accounts/Finance team and field staff to ensure timely collection of service charges, spare part costs, or out-of-warranty charges.
• Maintain an up-to-date tracker for payments collected vs. pending on a daily/weekly basis.
• Reconcile service visit status with payment status and highlight defaulters or disputes.

5. Interdepartmental Coordination

• Coordinate with Sales, Projects, Stores, QA/QC, and Customer Experience teams to ensure smooth service delivery.
• Escalate chronic service issues or customer dissatisfaction to the relevant department for root-cause fixes.
• Participate in handover meetings for new sites/projects from the Projects team to the Service department.

6. Documentation & MIS Reporting

• Maintain a centralized Complaint Logbook, visit schedules, material consumption records, and payment status reports.
• Prepare daily/weekly dashboards and share reports with Service Head or Management regarding complaints status, engineer productivity, and revenue from service.
• Ensure proper documentation of all complaints, job sheets, asset handover forms, service estimates, and feedback forms.

7. Technician Performance Monitoring

• Track PJP adherence, complaint resolution success rate, TAT adherence, and behavior rating of technicians based on client feedback.
• Maintain data for performance appraisals and incentive eligibility of field engineers.
• Support the Service Head in scheduling weekly team meetings, briefings, and refresher training sessions.

8. Spare Management & AMC Coordination

• Keep record of parts under warranty, AMC inclusions vs exclusions, and generate reminders for renewal of AMC contracts.
• Coordinate with the AMC team to assign preventive maintenance schedules across all ongoing AMC clients.
• Prepare AMC status reports, profitability summaries, and renewal follow-up triggers.

9. CRM / ERP / App Usage & Monitoring

• Ensure all complaints and updates are logged in CRM or internal service app.
• Encourage field engineers to upload pictures, video proofs, and job sheet submissions through the app in real-time.
• Flag incomplete entries, wrong tagging, or delays in data upload and ensure process discipline.

10. Client Handling & Escalation Management

• Occasionally handle VIP client complaints or field visits as backup in the absence of the Service Manager.
• Ensure timely response and resolution in cases of urgent, escalated, or sensitive client complaints.
• Coordinate with the marketing or client experience team to collect and analyze service feedback and CSAT (Customer Satisfaction Score).

Preferred Qualifications & Skills:

• Bachelor's degree (Engineering background preferred) or Diploma with relevant experience.
• Minimum 2–4 years of experience in service operations, preferably in Security, ELV industry
• Working knowledge of Excel, CRM/ERP tools, and ticketing systems.
• Excellent organizational, multitasking, and coordination skills.
• Strong communication and client-handling abilities.
• Detail-oriented with analytical mindset for tracking and improving service KPIs.

Job Types: Full-time, Permanent

Pay: ₹17,312.42 - ₹35,000.00 per month

Benefits:

• Health insurance
• Internet reimbursement
• Leave encashment

Application Question(s):

• Current Monthly In-Hand Salary
• Expected Monthly In-Hand Salary
• Notice period (In Days)

Work Location: In person