Assistant Service Manager

The  Assistant Service Manager (ASM)  is responsible for leading the service team, ensuring excellent
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.

• 3–7 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.